Assistant Manager - BPMI

POSITION: Assistant Manager - BPMI (Band 5)

PROCESS: Business Planning & MI

DEPARTMENT: Ops Governance

NUMBER OF POSITIONS: 1

LOCATION: Mumbai

CRITERIA:

Minimum 6 months of experience as an Analyst/Process Leader (Band 6) with Capita/Ventura India

ROLES & RESPONSIBLITIES:

• Drive operational performance & efficiency across customer operations
• Review, analyse, and present on various elements of planning & performance
• Prepare projections and schedules for all campaigns, ensuing advanced out deviations / Intraday plans are optimised and ready for handover for tactical planning initiatives.
• Strong communication skills to other stakeholders in the business and client counterparts.
• Strive to achieve service level goals, deploying course-direct actions where appropriate, and working to continuously highlight & minimise risk to ensure that Schedule Efficiency and productive hours are maximised across segments, including cross site resource requirements, and that this is achieved through a fair and open scheduling process for advisors.
• Responsible for the accuracy of the data/information within WFM and planning systems or tools.
• Main contact and business partner to operations, managing operational scheduling queries.

ADDITIONAL RESPONSIBLITIES:

• Excellent Problem-solving skills
• Excellent MS office application knowledge including Excel for creating and maintaining capacity plans, outlining recruitment, training and redeployments
• The ability to promote the introduction of new ideas by continuous improvement initiatives
• Broad working knowledge of WFM systems, tools, and processes. Experience of working with Aspect an advantage
• Strong business acumen, the ability to relate WFM processes and objectives to broader business issues and vice versa.
• Comfortable explaining variances to plans, root cause, and building back-to-green plans
• Good decision-making capability, knows when to involve senior management in decision-making

  Role & responsibilities

Interested candidates please share your resumes to sneha.das@capita.com along with the below mentioned details

Current CTC –

Expected CTC-

Notice Period –