Direction – Operation – BPO (10-15 yrs)
– Bachelor of Engineering or graduate in any discipline and Master’s in Business Administration from a reputed institute
– Should have 10 plus years of experience in Operations with a proven track record
– Excellent oral and written communication skills
– Strong analytical, numerical, and reasoning abilities
– Experience driving transformation and leading change management and process creation
– Experience working in a technology or AI product company with focus on innovation
– Experience in managing staff in a remote environment
– Well-developed interpersonal skills
– Ability to be decisive and implement systems and actual roll-outs. Ability to thrive in a highly pressurized fast-paced environment
– Own all operations metrics and continuously improve client experience by solving operational challenges, improving service delivery and quality solutions
– Set strategic long- and short-term operational goals
– Design and establish operational framework, workflow, reporting matrix, systems and efficiency metric to enable the team to efficiently and consistently solve operational issues
– Drive process & system automation to enable a better customer experience and a more scalable system to support our growth & expansion
– Use customer feedback & operational insights to identify product & delivery gaps
– Recruit, select, train, assign, schedule, mentor, counsel, and discipline employees
– Design a forecasting system to ensure accurate management of workforce and expansion planning
– Build succession pipeline for all roles by continuously upgrading and mentoring team
– Ace stakeholder management for key initiatives that impact multiple teams across the organisation
– Work with Managers in the development of financial and budgetary plans
– Optimize processes and system to improve efficacy of processes and people and dollar spend
– Work closely with the AI and Development team to design solutions and product to improve the quality of product and drive efficiency
