Location: Lahore - OnsiteJob Type: Full-time (Permanent)Working hours: 7:00 Pm to 4:00 Am (US time Zone)Working Days: Mon to Fri (Sat & Sun off)Salary: 400k to 600kJob Summary:We are seeking a highly competent "General Manager/Director of Operations & Client Services" to oversee all staff, budgets, and operations of our local business unit. The ideal candidate will be responsible for formulating overall strategy, managing people, and establishing policies. Success in this role requires a thoughtful leader and confident decision-maker who can help our team develop and be productive while ensuring profitability and growth.Responsibilities:Service Delivery & Operational Excellence:Possess a minimum of 10 to 12 years of experience in managing and growing operations across BPO, with preference given to those experienced in third-party BPO setups.MBA from a reputable university.Evaluate the effectiveness and efficiency of operational processes and implement technological interventions to enhance scale and efficiency.Manage end-to-end service delivery and prioritize quality as a distinguishing factor in process excellence.Collaborate closely with delivery teams to manage Turnaround Time (TAT), drive process improvements, ensure regulatory compliance, conduct audits, and adhere to Service Level Agreements (SLAs).Strategize, develop, and streamline existing Standard Operating Procedures (SOPs) in coordination with Service Delivery Heads.Conduct monthly business reviews with service delivery teams and actively participate in operational improvements.Deliver high-quality service through all client/investor touchpoints.Manage Profit and Loss (P&L) through effective budget allocation and overall cost management.Innovate to enhance productivity, constantly improve quality, and reduce Turnaround Time.Technological Interventions:Possess a basic understanding of technology and articulate a strong technological process roadmap.Identify opportunities for automation in various processes and collaborate closely with the IT team.Stay updated on trending operational requirements and leverage IT as a platform to enhance efficiencies of scale for internal stakeholders and clients.Client Management:Act as the primary point of contact for service delivery teams and focus on client relationship management.Facilitate communication between clients and service delivery teams and lead proactive client communication efforts.Ensure SLAs are met as per contractual agreements and align client expectations accordingly.Manage client reporting and dashboards in a timely manner and take corrective action based on insights.Establish robust communication channels with clients to manage escalations and proactively prevent issues from escalating.Team Management:Implement learning initiatives, enforce discipline, punctuality, and compliance within the team, and effectively manage attrition.Competencies/Skills Required:Strong operational knowledge, service delivery expertise, customer-centricity, and relationship management skills.Proficiency in P&L management and cost optimization.Experience in managing large and diversified teams.SkillsCustomer-CentricityTeam ManagementCommunication SkillsClient Relationship ManagementTechnological aptitudeFinancial Management ExperienceQuality FocusLeadershipStrategic ThinkingOperational ManagementJob DetailExperience: 10 Years - 12 YearsSalary: Rs. 400,000 - 600,000Distance from CEO: 1st LevelReports To: CEOIndustry: Information TechnologyLocation: LahorePayout for long-listed CV: Rs. 2,500Payout for Hire: 25%Posted Date: Mar 15, 2024Apply By Date: Mar 18, 2024Candidate Evaluation FormDownloadApplicant Name-Email-Last Employer-Latest Title-Current Salary-Expected Salary-Powered byTerms of Se/