AVP/VP - Operations Analytics - BPO/KPO

We are looking for AVP / VP Ops Analytics

This person will lead the team of 100 people of Research and analytics.

Strategy Development:

- Part of Global Engagement Council that requires complete alignment to Talent Practice goals - Methodologies, Tools, Markets, Data Base Analytics etc

- Understands Engagement and other Talent products’ methodology and is able to guide the operations team with the best possible solutions keeping market dynamics and technology and processes limitations in mind

- Works with BU Head in defining, communicating and managing both the impact of the broader business strategies and specific Business Group level and strategies

- Ensure business continuity planning within his/her business group

- Is able to assess performance of client teams to identify trends and optimize/prioritize utilization of resources

- Should have financial acumen to understand and manage variations in the P&L

Program Management:

- Ensures project management compliance and governance within his operations teams and is able to influence market consultants in following up the same

- Leverages the talent/resources across markets/regions to generate results

- Monitors and manages performance to ensure timely and qualitative delivery of Engagement surveys and other products within Talent

- Accountability for internal business group expenses and costs, client profitability, productivity creation

- Responsible for overall quality of service delivery and managing deviations from best practices

- Reviews performance with his/her teams on a regular basis. Has regular dashboard and ongoing projects discussion and reviews with stakeholders

Talent Management and Development:

- Responsible for controlling talent attrition and colleague engagement

- Coaches and develops keys leaders within Talent operations

- Works with Talent Development and actively does TNI for all levels followed by partnering on training programs to bridge those gaps

- Designs Career plans and progressions and keeps him/herself aware of opportunities across the organization (within or outside consulting) to help colleagues achieve or manage their desired career aspirations

Process Management:

- Understands end to end processes and is able to identify opportunity areas for improvements

- Actively uses LEAN and Six Sigma methodologies to streamline existing processes

- Ensures adherence to established Quality Standards by all teams and contributes to the Quality Initiatives

- Establishes the SLAs with markets and ensure compliance from both the delivery teams as well as market

Should have Industry (Survey or Research) experience ranging between 11 to 15 years

- People management experience.

- Can identify key success drivers matching with client specifications and business operations.

- Can use overall business goals to drive goals and strategies within his/her group

- Can identify process improvements needed to improve his/her Business Group's performance

- Can assist managers in having difficult conversations with the colleagues they manage

- Can successfully resolve escalated issues within the Business Group