Job Description

Role: Assistant Operations Manager

Level: 6

Department: Operations

Reports to: Operations Manager/ PDH

Functional Skills:

1. Graduation with minimum 5 years experience in International BPO

2. Should have handled a team leads and a span of 50 – 80 employees for 1+ years

3. Insurance domain experience

4. Good understanding of key Voice – Outbound (customer service) and Non – Voice operations metrics

5. Good knowledge of Microsoft Office - Excel, PowerPoint (Trend Analysis, Ratio Analysis, Formulas, Pivots, Graphs etc.)

6. Strong coaching skills

7. SLA Management

8. Attrition and Shrinkage management

9. Understanding of P&L

10. Knowledge of Six Sigma, LEAN, T&M, Process Improvements

11. Strong governance over operational metrics and performance management

12. Good understanding of audits and compliance

Soft Skills:

1. Effective communication and interpersonal skills
‎ 2. Ability to work under pressure situations: - (Situation based questions will be asked to assess)

3. Problem solving skills (Situation based questions will be asked to assess)

4. Good team management skills

4. Good client management & relationship building skills

5. Strong planning and execution

6. Coordination with various departments and functions

7. Stakeholder management and engagement

8. Good analytical skills

9. Conflict Management

Desirable: ( good to have )

1. Lender placed Insurance domain experience

2. Certifications (PMP, PRINCE 2, ITIL, Automation, Power BI etc.)

Others:

1. Work Location: CC4, Magarpatta City, Pune

2. Work Window: Monday-Friday 4:30 PM to 5:30 AM (Shift is primarily 6:30 PM – 3:30 AM) (Should be flexible)

3. Travel time: Depends on candidate location

4. Longevity:  Long term

5. Salary guideline – Input will be provided post revised grid is approved

About Mphasis

Mphasis applies next-generation technology to help enterprises transform businesses globally. Customer centricity is foundational to Mphasis and is reflected in the Mphasis’ Front2Back™ Transformation approach. Front2Back™ uses the exponential power of cloud and cognitive to provide hyper-personalized (C=X2C2TM=1) digital experience to clients and their end customers. Mphasis’ Service Transformation approach helps ‘shrink the core’ through the application of digital technologies across legacy environments within an enterprise, enabling businesses to stay ahead in a changing world. Mphasis’ core reference architectures and tools, speed and innovation with domain expertise and specialization are key to building strong relationships with marquee clients.