Head – Operations – BPO (15-18 yrs)

Any Graduate – Post Graduate/ PMP (Desirable)

Experience Level (Yrs) :

Overall Exp 15+ years Operations Management experience. Strategic Lead Experience – Minimum 3+ years.

Key Responsibilities :

– Oversee project operations, responsible for quality, productivity and delivery of assigned project(s)

– Add value with Process improvements, Planning & Execution as per objectives.

– Effort Optimization through process and efficiency

– Responsible for Project implementation, Testing & Go Live Support. Ensure smooth transition of Project for clients

– Monthly project metrics and invoicing: 1) FTE, cost and revenue details, variance monitoring and sharing with team /Timely alerts 2) Review & Validation (Trend Analysis).

– Meeting and exceeding the SLA deliveries, TAT, Accuracy and query resolution.

– Track high impact items and proactive escalations. Status review and reporting on Open issues / queries and Processing status.

– Work with Internal stakeholders with regards to reporting, recording, data issues. Communicate to customer’s w.r.t. daily operational concerns, requirements, etc.

– Customer requests in terms of Change management: Scope control & definition of change management plan.

– Customer review to manage customer expectations: Project reviews and tracking of open items Customer queries and requests Escalations, incident reports and preventive measures.

– Budget Management (Cost/Efforts/Schedule)

– Reporting of Finance and Operations Reports, Revenue Realization of Operations delivery

– Maintaining the artefacts and documentation and Project Billing

– Develop talent/team members, enhance team capabilities by maintaining high team morale and productivity.

– Create succession plans and back-ups for critical roles

Competencies Required :

– Critical Thinking

– Problem-Solving

– Decision Making

– Customer Orientation

– Business Perspective

– Negotiation Skills

– Domain Expertise

– In-depth understanding of IT Product environments, particularly business impact, control points.

– Overview of Industry Best Practices

– Basic Knowledge of US voice sales industry (Nice to have).

– PMP certification (Preferable)

– Cost Management, Risk Management

– Business development skills with existing clients.

– Operations Management Skills – End- to – End knowledge (Must Have)

– Good Understanding of Legal terms defined in a contract

– Knowledge and interpretation of QC reports.

– Knowledge of Finance & accounting principles, Tax interpretation.