AVP - Operations - Technical Process

Role - AVP-Operations ( Technical Process)

Location - Mumbai

Job Description:

- Lead the site for service delivery perspective and meet goals for all Technical processes in the site deliver as per client contract (CPM)

- Focus on maximizing Customer Experience while optimizing costs

- Contribute to the development of short and long term strategic business goals

- Retaining talents and enhance employee satisfaction for the aligned business

- Develop leadership pipeline to meet short & long-term business goals.

- Create appropriate servicing and retention strategies for customers

- Ensure systems development integration with strategy

- Provide functional support and direction to the Managers and Team leaders on customer support needs

- Monitor the performance of the 2nd & 1st line supervisors and coach them, if required

- Assist with training and identify training needs within the group

- Mentor and assist Managers/Senior Managers

- Liaison with other support functions of the company affecting customer support

Skills:

- Strong interpersonal people management skills & client management skill

- Ability to work and communicate with people across organizational units and client organization

- Strong decision making skill, ability to think strategically and translate strategy into action plans

- Strong analytical skills with an ability to resolve problem with a win-win negotiation approach

- Ability to lead people on large, multi-functional efforts

- Knowledge of PC technology, applications and on-line tools

- Expert knowledge of service procedures & demonstrated Customer services skills and experience in a voice call center environment

- Ability to coach & develop people in the hierarchy

- Quality Focus: Knowledge & implementation of Quality tools & techniques (Six Sigma, Lean) for process improvement.

- Thorough understanding of P & L account, planning, forecasting & scheduling to meet SLAs, Delivery and adherence to the SOW defined parameters

Willingness to work 24/7 - needs to be comfortable with working in majorly night shifts - aligned to US/Europe environment

Education & Qualifications:

- Graduate / PG with Min. 14 +yrs experience & Last 5 yrs managing Technical Processes & Currently a P&L Leader.