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Tier-1 brand and metro location raise applicant density, but seniority and BPO/RPA specialization lower competition.
Role requires banking customer-care and large BPO experience, making industry background highly important.
Explicit 9–14 years, VP leadership, BPO, RPA and Six Sigma requirements create stringent filters.
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Manage and run an operations unit within BGSC across multiple cities and sites, ensuring process performance meets agreed SLAs and targets.
Drive continuous improvement culture, risk mitigation, and control implementation in customer care operations, while managing relationships with key stakeholders.
Develop and execute reports on customer care performance and lead strategic initiatives including RPA and process improvements aligned with business goals.
9–14 years of work experience with at least senior managerial level experience leading large teams across multiple processes.
Graduate in any discipline; MBA/PGDBM from reputed institute preferred.
Experience in Customer Service, preferably within Financial Services BPO or large BPO setups.
Willingness to work flexible shifts including Indian holidays; role based in Chennai office.
Proven leadership in managing large, multi-location operations units with strategic and tactical planning capabilities.
Strong background in quality frameworks like Lean, Six Sigma, and hands-on experience leading RPA/robotic projects.
Ability to manage risk and controls effectively while influencing cross-functional stakeholders and driving business-aligned operational strategies.