De027849 - bpo Operations Senior Manager

BPO Operations Senior Manager

We are seeking a highly experienced and client-focused Delivery Lead to manage our 24/7 HR Operations Voice Process, specializing in recruitment and onboarding services, while delivering exceptional "white glove" service to our client's organization.

Responsibilities:

• Operational Leadership & Service Delivery (Recruitment & Onboarding Focus):
• Oversee the 24/7 HR Operations Voice Process, with a strong focus on recruitment and onboarding inquiries and transactions.
• Manage and maintain strict adherence to client SLAs and KPIs related to recruitment and onboarding service delivery.
• Ensure efficient handling of complex recruitment-related inquiries (e.g., application status, interview scheduling) and onboarding-related inquiries (e.g., document verification, system access).
• Implement and maintain robust quality assurance processes to guarantee accuracy and consistency in recruitment and onboarding processes.
• Manage and mitigate operational risks, ensuring business continuity for 24/7 operations, specifically related to recruitment and onboarding.
• Ensure the team follows proper data privacy procedures.
• Client Relationship Management & White Glove Service:
• Serve as the primary point of contact for client escalations and critical HR service issues, particularly related to recruitment and onboarding.
• Cultivate and maintain strong client relationships, ensuring exceptional client satisfaction through proactive communication and personalized service.
• Understand and anticipate client needs, providing tailored solutions and exceeding expectations, especially in the context of recruitment and onboarding.
• Deliver a "white glove" service experience, emphasizing empathy, professionalism, and responsiveness.
• Team Leadership & Development:
• Lead, mentor, and develop a team of HR operations specialists, with a strong focus on recruitment and onboarding expertise.
• Conduct regular performance reviews, provide constructive feedback, and identify training needs, particularly in recruitment and onboarding processes.
• Ensure the team is equipped with the knowledge and skills to handle complex recruitment and onboarding inquiries and provide exceptional service.
• Build a positive and supportive team environment.
• Process Improvement & Innovation:
• Identify and implement process improvements to enhance efficiency, accuracy, and the overall client experience, with a focus on recruitment and onboarding.
• Utilize data analytics to identify trends, measure performance, and drive informed decision-making, particularly in recruitment and onboarding metrics.
• Stay abreast of industry best practices and emerging HR technologies, especially in recruitment and onboarding.
• Explore and integrate Generative AI tools and techniques to optimize HR service delivery, where applicable, particularly in candidate screening and onboarding automation.
• Utilize and implement six sigma methodologies to improve processes.
• Reporting & Analysis:
• Generate and analyze performance reports, providing insights and recommendations to senior management and clients, with a focus on recruitment and onboarding metrics.
• Prepare and present regular performance reviews to clients, highlighting key achievements.

Skill and Qualifications:

• Must have at least 12 years of experience in BPO Operations
• Must have at least 10 years of Leadership experience
• Proven experience managing a voice process and delivering exceptional customer service

About Accenture:

We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other. We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work. At Accenture, we see well-being holistically, supporting our people's physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We're proud to be consistently recognized as one of the World's Best Workplaces™. Join Accenture to work at the heart of change.