Job Description

Job Summary . Deputy Unit Manager - Operations and Service Job Purpose \'This position is open with Bajaj Finance ltd.\' Bajaj Finance sells a host of products across its various verticals through the contact centres, it also services its customers through contact centres. It uses a mix of inbound and outbound centres. Most of this execution is done through the outsourced partners and respective vertical PnL teams work closely with the execution teams. Currently we have over 4500 FTEs across our contact centres having grown at a very rapid clip. The company has had significant growth and has identified Direct to Consumer (D2C) as a key means to drive acquisition. The contact centre is a key component driving this growth. Whilst we move our service to self-service channels, we continue to see contact centres being a core component of our service strategy. We expect to see these numbers increase - with addition in partners and incremental physical centres. Also, the Company is looking at opening Regional CC in Tier 2/3 cities, managing the Vendor Relations is the crux of this role. The organization has created a centralized Contact Centre - Partner Excellence function which will enable this growth to be better managed through as structured approach working with Internal (Business & Vertical Teams) and External Stakeholders (Partners, Vendors, Market SME\'s) The organization is further inventing in strengthening the team for delivering Contact Centre Projects through People, Process & technology initiatives. Additionally, the team to continue to invest efforts in ongoing assessments of Contact Centre operations at partners for identifying Improvement and Transformational opportunities. Job Duties & Key Responsibilities . Duties and Responsibilities - . Contract Management . Business /Partner Co-ordination . SOP Process Governance . Review and Quality management for Regional CC Partner . Performance Management and Reviews for Regional CC Partner . Create Maintain and Monitor governance framework . Business /Partner Co-ordination on various support issues /Approvals for visits/ Internal approvals . Audit Governance . Resolve day to day issues and coordinate between partners and BFL for any requirement raised by SLA managers . SOW management between Partner & BFL . Coordination with all stakeholders to resolve all day to day issues . Partner Bills tracking and Incentive Pay-outs along with internal PE SPOC . Candidate should be open to travel and spend time at each partner location as applicable Role holder will not manage the day to day operations for these Outsourced Partner Centres. He/she will be the project lead in driving these changes and will be required to collaborate with respective Internal and External stakeholders for Implementation of these changes and Monitoring Efficiency & Effectiveness. This is a Centralized PE Role and key aspect will be to work horizontally with peer groups and seniors to drive the agenda. Required Qualifications and Experience . . Over 5 years of relevant experience in financial services with minimum 3 to 5 years managing Contact Centre Operations in in People Management and Delivery Leadership roles . Experience in managing Vendors in relevant industries - onboarding of vendor, agreement/contract management of the vendor and Ongoing relationship building with the Vendor . Exposure and Experience in Supply Chain and Pre-Production across Hiring, Workforce Planning, Risk Management and other critical supporting functions within Contact Centre . Ability to interact with cross functional stakeholders across Internal and External teams . Relationship Management, Operational Risk Management, Know-how of Analytics, Performance Management, Service Excellence and Customer Experience Focused . Excellent interpersonal, oral and written communication skills required. . Thorough understanding of the Vendor management skillsets and its importance in maintaining and expanding business . Problem solving and Decision-making skills . Experience of coaching, mentoring, developing others and motivation skills . Computer literacy (word processing, spreadsheets and database applications) . Must be well organized, demonstrate initiative, and able to manage multiple projects . Ability to adapt in a dynamic and fast-paced environment . Maintain document control and data integrity . Strategic thinker with the ability to link change initiatives to Business growth objectives

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