- Communicate compelling visions, understanding the business and industry trends.
- Awareness of competition market strategies and industry best practices
Complexity Management and Decision-Making:
- Simplify complexity, define problems, explore multiple sources of information, and make effective decisions.
Drive for Results:
- Consistently achieve goals, with a strong orientation towards results and quality output.
- Steadfast in pushing self and external teams towards high performance.
Team Building and Empowerment:
- Blend individuals into teams, especially in remote or outsourced setups.
- Foster open dialogue, empower team members, and define success in terms of team achievements.
Qualifications
Educational and Professional Experience:
- BA/BS degree or equivalent experience.
- 8+ years in senior management roles within Customer Care, with a required focus on managing large-scale operations. Experience in outsourced operations is preferred.
- Proven expertise in leadership roles, specializing in BPO vendor management and operational excellence. This role is not limited to Vendor Management functions but extends to driving operational success in partnership with BPO vendors, ensuring operational efficiency and partner performance optimization.
Preferred Specialized Knowledge:
- Deep understanding of the fintech industry’s customer care standards and practices.
- Expertise in Banking, E-Commerce, and Payments.