Customer Care Operation Manager - Mumbai

Key Responsibilities and Tasks

• Strategic/ Thought Leadership: Implement the global strategy for customer contact

while maintaining an external outlook to help to stay ahead of its competitors.

• People Management: Direct accountability for circa 125-150 direct employees.

Execute the Customer Contact and people strategy. Communicate effectively

with the frontline teams and ensure high levels of people's engagement.

• Customer Excellence: Build Hong Kong Customer care hub as an organization that

can deliver class leading customer experience measured by NPS and number of

other leading and lagging performance indicators. Develop and implement customer

experience strategy designed globally with the immediate area of remit (Front office,

Middle office, High Value Member servicing etc.)

• Operational Excellence: Monitor and optimize staffing levels to ensure operational.

Execute plans to improve productivity, optimize costs, and enhance performance

levels within the Hub.

• Sales and Performance: Customer Contact is a key sales channel; the job holder is

expected to strategize and drive revenue performance in line with agreed annual

operating plan.

• Risk Management: Manage the overall risk profile to acceptable risk appetite with the

Hub operations. Develop plans to mitigate operational, resilience and Fraud risks

within the channel.

• Learning and Development: Execute the functional, technical and leadership

development & learning roadmap working closely with academy for the Hub.

Ensure highest level of focus on people development by driving world class coaching

practices and "operating rhythm"

• Transformation & Change: Participate in change/ transformation initiatives within

Customer care and the broader organization as required. Ensure change readiness

for all key changes and transformation.

People Development and Performance Management

• Lead, support and encourage own team to achieve success.
• Build a strong and motivated team to foster positive team spirit and facilitate

teamwork.

• Demonstrate leadership and lead by example in accordance with core values.
• Develop employees with high potential and identify learning opportunities to ensure

appropriate training and development programmes are in place.

• Maintain active and ongoing dialogue in relation to employee goals and performance.
• Actively engage with employees to enhance communication and their understanding

of department goals.

• Enhance the employee experience in line with the role level and the brand promise.
• Conduct performance appraisal of direct reports, including annual goalsetting,

performance development plan, mid- and end year review.

• Take ownership of the individual development of direct reports and guiding best

practices on how they lead their teams for success.

• Support the People Manager to design and conduct internal development

programmes including succession planning as appropriate ensuring alignment with

Head Office direction.

Knowledge, Skills, Training And Experience

• Tertiary educated with minimum 10-12 years of Contact Centre or Service Delivery experience in a leadership role
• Well-rounded skillset with demonstrable experience in Lean Six Sigma, Risk and Vendor Management
• Excellent communication and interpersonal skills with strong people management skills
• Good strategic agility and strong influencing skills
• Rigorous analytical and problem-solving skills
• Driver of change and collaborative in approach
• Self-motivated and confident leader
• Good communication and interpersonal skills with excellent command of written and spoken English
• Proficiency in MS Office and Power point
• International travel to CCD sites will be required

Skills: contact center,service delivery,business process outsourcing (bpo),leadership,operation manager,customer,learning,customer contact,international bpo