About the role
Location: Nagpur | Grade: BPO 5
Key Requirements:
- BFS/Insurance domain knowledge preferred.
- Strong SLA, client metrics, P&L, project management, and pre-sales experience.
- Excellent client/stakeholder management and executive presence.
- Strong leadership, problem-solving, change management, and business acumen.
- Ability to manage multiple priorities in a dynamic environment.
Key Responsibilities:
- Lead 100+ FTEs in customer service operations.
- Drive service delivery, quality, offshore solutions, and resource utilization.
- Manage client requirements, governance, and program-level SOW adherence.
- Support recruitment and workforce planning.
- Drive business process improvement and optimization.