Deputy General Manager

Position: Deputy General Manager (DGM)

Location: Jaipur, Rajasthan

Industry: Business Process Outsourcing (BPO) - Employee Onboarding and Staffing Operations Experience: 810 years in BPO operations with expertise in digital onboarding, staffing, and team management.

Key Responsibilities

Lead and manage the Center of Excellence (COE) vertical responsible for employee documentation, onboarding (including eKYC), and staffing operations for employees joining Quess payrolls.

Understand and manage the extensive staffing operations of Quess Corp, including the demography of a large workforce of over 600,000 employees across India, ensuring compliance and operational efficiency.

Oversee inbound and outbound BPO operations processes, ensuring smooth workflows and data accuracy throughout employee documentation and onboarding.

Utilize digital onboarding tools including Quess's Paperless Onboarding Platform (POP), Excel, and other new technologies to enhance operational efficiency.

Develop and implement process improvements, new techniques, and technology adoption initiatives.

Lead, mentor, and manage a team with a focus on fostering inclusion, accountability, and high performance.

Collaborate with HR, IT, and compliance teams to ensure seamless integration of staffing and onboarding processes.

Prepare timely reports on COE and staffing operations, track KPIs, and ensure service level agreements (SLAs) are met.

Adapt workflows and team strategies aligning with diverse workforce demographics and business needs, promoting a culture supportive of workforce participation and leadership.

Required Qualifications & Skills

Bachelor's degree in Business Administration, Operations, HR, or a related field; MBA preferred.

Extensive experience in BPO operations, staffing, workforce management, and employee onboarding, preferably within large BPO centers.

Deep understanding of staffing operations, workforce demographics, inbound and outbound call center operations, and process automation tools.

Proficiency in Excel and digital platforms used for onboarding and workforce management.

Strong leadership skills with experience managing diverse and large teams, preferably with a focus on promoting in leadership.

Excellent communication, problem-solving, and stakeholder management abilities. Core Competencies

Staffing operations and workforce demography management Inbound and outbound BPO operations expertise

Digital onboarding and eKYC process management

Advanced data handling and Excel proficiency

Change management and leadership, with emphasis on diversity and inclusion

Process standardization, quality control, and compliance adherence