Supervises Director Sr Managers Managers
The role will report to SVP Call centre operations and will have responsibilities not limited to, but ranging from Client, project management, administrations and people management. VP CCC will partner closely with executive management team to chart future growth and strategic response to Ocwen services.
Essentials Job Functions
Create a departmental mission and vision aligned to organization goals and cascade them to the overall CCC organization
Analyzer and strategize to eliminate root cause of defects and variances in performance variations
Provide and implement recommendations to enhance performance, improve efficiencies via automation and reduce variability
Complete, develop, implement comprehensive control reporting to ensure all policies, procedures, timelines and external compliance requirements are adhered to and achieved.
Present monthly and quarterly operational review reports to executive management
Create culture that thrives on inclusive meritocracy, Continuous improvement and build capabilities within CCC
Maintaining awareness of both the external and internal competitive landscape, opportunities for expansion, customers, markets, new industry developments and standards, and so forth
Team builder with the ability to inspire and develop talent
Position Qualifications (Education And or Experience And Skills)
Post Graduate degree in Management from an accredited university
15+ years experience with exposure in developing and leading operations from BFSI or BPO vertical or captive customer relationship management group.
Demonstrated ability to translate and implement Service Level Agreements into clear, repeatable, easy to use instructions.
Ability to lead an organization in a highly dynamic environment with a geographically dispersed employee base
Exhibits tenacity and creativity in addressing current challenges as well as the ability to look around the corners to anticipate and proactively address future challenges
An accomplished operator and self starter and displays the persuasiveness, decisiveness and competitiveness necessary to achieve business goals
Excellent organizational skills, attention to detail, and flexibility as well as the ability to work effectively with global cross functional teams in a fast paced environment
Experience in managing multiplication teams ( APAC, US)
Strong analytical Thinking
Decision making skills
Good client relationship management and sales skills
Note this position requires you to work in an evening shift, starting, 5.30pm onwards.
Interested candidates, please mention your current CTC and Location.