Center Head

About the Role: We are seeking a highly skilled and dynamic Centre Head to oversee operations, manage a team of professionals, and ensure the successful execution of deliverables aligned with client expectations. The ideal candidate will possess exceptional English communication skills (experience of managing US/UK-based clients), strong leadership qualities, and a keen focus on maintaining center discipline and security. Key Responsibilities:

1. Team Management: Lead and manage a large team of 100 + professionals managing operational processes for multinational clients
2. Conduct regular team meetings to address performance, updates, and feedback.
3. Monitor and ensure adherence to client requirements and performance goals.
4. Client Interaction: Communicate effectively with US-based clients, addressing inquiries and resolving issues promptly.
5. Serve as the primary escalation point for client concerns.
6. Process Management: Streamline workflows and ensure adherence to company policies and procedures.
7. Implement process improvements to enhance productivity and client satisfaction.
8. Centre Discipline Management: Maintain a professional and disciplined work environment.
9. Oversee attendance, punctuality, and adherence to work schedules.
10. Security Management: Ensure data confidentiality and compliance with security protocols.
11. Monitor physical and information security measures within the center.

• Experience: Minimum of 5 years in a managerial role, preferably in customer service, banking, retail, airline or a similar domain.
• Communication Skills: Excellent written and spoken English; experience working with US-based clients is a must.
• Leadership: Proven ability to lead, motivate, and manage a diverse team.
• Process Orientation: Strong understanding of process optimization and quality assurance.
• Problem-Solving: Ability to identify and resolve challenges promptly and effectively.
• Security Awareness: Familiarity with data protection and workplace security standards.

• Bachelor’s degree in Business Administration, Management, or a related field.
• Prior experience in BFSI, retail or airline industry.
• Prior experience in a call center or banking environment.
• Familiarity with CRM tools and process documentation.