General Manager- Operations

Hi Applicant,

Greetings from Black and White Solutions!

Job Title: General Manager Operations

Company: Hexaware Technologies

Qualification: Graduate / Post Graduate

Relevant Experience: Minimum 15 years of relevant experience in managing international customer service operations in a global environment.

Must Have Skills:

• Strong experience in managing international customer service operations.
  
• Experience managing large teams of 350400 FTEs.
  
• Excellent verbal and written communication skills.
  
• Strong leadership and people-management capabilities.
  
• Good understanding of customer service KPIs and operational metrics.
  
• Experience in process improvement and operational excellence.
  
• Strong workforce planning and capacity-management experience.
  
• Experience handling client relationships and escalations.
  
• Understanding of cultural nuances and regional requirements.
  
• Ability to work with international/multi-region teams.
  

Roles & Responsibilities:

• Lead and manage a team of 350400 FTEs across international customer service operations.
  
• Monitor and improve key operational KPIs and customer service metrics.
  
• Develop and implement strategies to improve efficiency, quality and customer satisfaction.
  
• Drive continuous process improvements and operational excellence initiatives.
  
• Manage recruitment, training, development and performance of customer service teams.
  
• Oversee workforce planning, resource allocation and capacity management.
  
• Work closely with cross-functional teams to ensure smooth business operations.
  
• Manage client relationships, participate in client meetings and handle escalations.
  
• Ensure consistent delivery of high-quality customer service across international markets.
  
• Stay updated on industry trends, best practices and emerging technologies.
  
• Build a collaborative work environment and develop future leaders within the organization.
  

Location: Chennai

Shift Timing: Australian Shifts

Week Off: 5 Working Days with Rotational Week-Off

Mode of Work: Work From Office

Reporting To: Senior General Manager Operations

Thanks & Regards,
Keerthana.BM
staff Analyst
Black and White Business Solutions Pvt Ltd
Bangalore,Karnataka,INDIA.

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