Vice President for BPO Operations

Gratitude Inc

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2 days ago

Vice President for BPO Operations

10-20 Year(s)

400 - 450 Thousand p.a

Manila (Pasay City)

Job Description

Key Skills

Insurance Transition Insurance Skills BPO Operations Healthcare Insurance

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Position - Vice President (BPO Industry Only )

We are Looking only for Females for this Role

Experience - More Than 10 Years

Candidate Should Have Experience in Operations & Insurance Department only from BPO Company

Currently who is working on AVP Position - will be Shortlisted

Responsible for the overall direction and performance of the teams

Ability to set the vision, direction, and culture of the team by managing individual and team performance expectations and goals, monitoring real time service levels and schedule adherence, and holding the team accountable for meeting and exceeding performance targets

Manage the career growth and development of the Customer Support team by driving focus on Leadership

Principles :

Play a critical role in building management depth by providing guidance and mentorship to all levels of leadership within the organizational unit

Responsible for Training employees planning, assigning, and directing work rewarding and disciplining employees resolving conflicts staffing and development of employees, Standard Operating Procedures, high quality and productivity within the department

Carry out supervisory responsibilities in accordance with policies and procedures; additional responsibilities include interviewing, training and motivating employees

Rewarding and disciplining employees and effective conflict resolution

Effectively partners and builds productive working relationships with direct reports, peers, leadership, and other departments

Manage the career growth and development of the team by driving focus on Core Values. Plays a critical role in building management depth by providing guidance and mentorship to all levels of leadership within their organizational units, as well as serving as an outstanding role model

Operations and Insurance Background Experience is Mandatory

Manage workflow, handle escalations, proactively engage resources to address issues and effectively delegate workload across the leadership team

Drive creation of staffing plans, schedules, quality initiatives, process change initiatives, Lean/Kaizen activities, and other change/Six Sigma initiatives

Participate on business leadership meetings, helping to develop and drive strategies and programs which improve the competitive position and profitability of the organization

Works to build and maintain customer trust Solving complex customer support issues and proactively heading off negative service trends.

Identifying and eliminating root cause barriers to accuracy, productivity, and quality Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures

Developing and achieving performance goals and objectives in order to achieve customer support expectations

Participates on business leadership meetings, representing customer support business unit to VP and/or SVP level management

Develops and drives strategies and programs which improve the competitive position and profitability of the organization

Role

Head/VP/GM-Transitions

Timings

US-Type Shift (Permanent)

Industry

BPO

Work Mode

Process

Non-Voice

Functional Area

ITES / BPO / Customer Service

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