Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, they make it happen for their clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Firstsource?s inch-wide, mile-deep practitioners work collaboratively, leveraging UnBPO? - their differentiated approach to reimagining traditional outsourcing - to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients.
Role & Responsibilities:
Leadership & Functional Skills
- Sufficient experience, including supervisory experience, to maintain an in-depth understanding of the organization and business and handle problems and issues that arise, and solve problems without precedents or guidelines
- Exceptional verbal and written communication skills and presentation skills
- Process driven, self-starter, possesses high degree of skills with ? time management, people management, discipline, negotiation
- Work with all levels across the organization both at FSL and clients
- Foresee risks, be proactive and predictive while developing mitigation plans for the program
People Management
- Manage through indirect authority and matrixed organization structures
- Manage multiple geographies and understand the cultural nuances
- Ensure strong employee communications in the program through different forums, employee engagement etc.
- Network with other organizations to maximize best practices
- Building effective teams and developing direct reports
Business Performance
- Maintaining client Service Level Agreement Standards (SLA?s) & client satisfaction
- Manages BU operations to meet revenue budget and other financial goals while meeting customer expectations
- Identifies cost saving opportunities
- Structured and periodic performance management
- Support and engage with other ad-hoc projects and Organization Development tasks, as required
Client Management
- Ensure proactive client feedback while aligning priorities to Client SLA deliveries
- Actively engaged with Client Relations team for support and expectation management
- High priority escalation handling and close loop management
- End to end ownership of client management, including but not limited to daily / weekly / Quarterly reviews
Process Capabilities and Innovation
- Ensures business continuity strategies, global and local, are established and maintained
- Establishes audit and review procedures to assess adequacy and efficiency of the procedures
- Responsible for identifying all mining opportunities within the program
- Leverage available and new technologies to increase productivity efficiencies and experiences in the program
Educational/Professional Qualifications:
- Must be a Graduate
- Minimum 2 years of work experience as Operations Manager
Required Skills:
- Prior experience in Chat process. Added value if has banking experience
- Ability to work on various Automation projects for the BU
- Good Analytical Skills
- Should be quality driven.
- Good knowledge of MS-Office (Excel and Word).
- Proficiency in Grammatically correct English Communication (Verbal & Written)
- Problem Solving, Change Management & Rapport building skills
- Exhibits Accountability & Ethical Behavior
- Collaborative, Creative & Consultative
- Willing to take on challenging assignments.
- Willingness to work shifts and during holiday / weekend.
- Ability to work under pressure and deliver on time as per specifications
- Presentation skills
- Socially Confident, patient, and positive mind-set
- Post-Graduation/master?s degree will be an added advantage
Competencies that will be Assessed:
- Operational & Technical competencies
- Leadership & People Management
- Strategic & Business Acumen
- Interpersonal & Communication Skills
Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.