Director – Operations – KPO (10-20 yrs)
The company is seeking to build a best in class operation which enhances efficiency and product quality as they scale. The successful candidate will develop and combine the most effective operating processes with proprietary technology – developed through in house team – to achieve these ends.
The candidate will work closely with the CEO and other leaders in both London and Mumbai offices.
The main objective is to study the current systems and processes and implement changes for scale and efficiency. The candidate therefore should have the ability take a bird eye view approach to scan for any gaps and at the same time zoom in to closely analyse and design a solution.
No. of Requirements 1
About Process:
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
Title: Operations Director
Location Mumbai – Bandra (Flexible working)
Requirement:
– 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
– Education Bachelor of Engineering or graduate in any discipline and Master’s in Business Administration from a reputed institute
– There are no strict requirements for this job other than having a strong operational background and the entrepreneurial drive to build a huge company from the ground up
Shift timings – 1pm – 10pm
Transport Boundaries Candidates who can travel till Bandra
Transport Facility NA
Weekly Off Saturday and Sunday fixed off
Age Upto 35 years
