BPM Leader/Head - Ops - KPO - Startup

Requirement for Head-Operations for an Insurance KPO- start up in Pune location.

Job Objective:

- Viewed as an industry expert in the area of Delivery Leadership as demonstrated by credibility and consistent articulation of our vision and strategy, reputation as an effective leader of people recognized by peers, subordinates and senior management and expert delivery of task/project planning, matching resources to meet difficult tasks and organizational demands on schedule and within budget for a broad portfolio of diverse deliveries/projects.

Primary Responsibility (Strategic, Operational, Financial and People responsibilities):

- Build and lead a team of approximately 500+ across various LoB’s.

- Establish a high performance / reliable Operating Environment with the help of counterparts in the US and design, implement and manage service delivery of the same.

- Establish a robust transition framework for offshoring back-office processing work from the US to India in collaboration with the US teams.

- Build and lead a team to deliver quality and cost effective offshoring solutions to the US managers

- Manage the business unit’s budgets, revenues and expenses.

- Engage and manage stakeholder relationships and provide solutions when needed.

- Engage the partners (counterparts in the US) to plan, assign and manage the delivery of work.

- Provide senior leadership to the organization as part of the strategic India team under the MD

- Provide oversight and guidance to the back-office outsourcing in India.

- Provide leadership at the industry level to build relationships and further the Org Name brand.

Key Performance Indicators-

Financial:

- Budget forward load in consultation with the US and India managers

- Monitor expense budget items for his / her team. Manage cost items within budget.

- Use optimal resourcing mix to attain financial goals.

Relationship Management:

- Initiating, developing, and maintaining relationships with US Managers and other stakeholders

- Understand the business goals and priorities of the respective LoB’s in ORG NAME and partner the US Managers to deliver the same.

- Establish effective communication with US Managers

- Negotiate and manage deliverables involving diagnostic of the business requirements

- Responsible for coordination of delivery of back-office services

- Collaborate with the global team to measure, monitor and report on the services provided in India to meet the service levels/standards required/anticipated

- Identify opportunities for offshoring within the overall strategy of ORG NAME

- Establish and effectively manage BPO vendor relationships in India

- Continually identify and drive opportunities for process improvement

Strategic Management:

- Collaborate in the development of the strategic plans use of offshore

- Identify and manage strategic relationships with local vendors for running the business.

- Measure the value of back-office services delivered in terms of offshoring outcomes

- Plan and manage skill portfolio of staff in view of future needs

- Facilitate the progression of ideas to business cases and projects in accordance with agreed priorities

Operational Management:

- Manage team performance to budget and in line with overall departmental objectives

- Establishment of service performance measures tied to business outcomes

- Review and drive improvements in policies, practices and procedures on an ongoing basis with the view to creating an environment of constant improvement

- Evaluate impact, implement and measure improvements in standards achieved. Build up and maintain a sound knowledge of industry practices and procedures and examine value to the current internal environment

- Ensure no surprises, and active risk management.

- Create visibility of India operations through reporting / metrics for India Management

- Align operating processes with respective LoB’s in ORG NAME. Establish proper operating metrics, and effect continuous improvement.

- Undertake management of cross-departmental projects, collaborating with other group to achieve ORG NAME and ORG NAME IS wide objectives in India and in the US

Staff:

- Develop and maintain a flexible and skilled resource base for provision of the service collaborating with colleagues for efficient resource management

- Develop people and Manage Talent. Create opportunities for growth, both horizontal and vertical.

- Design goals for staff in line with goals / objectives of the bank.

- Manage Performance of Staff and deal with poor performers.

- Use Rewards and Recognition to motivate staff and encourage performance.

- Improve Staff Engagement and manage attrition.

Knowledge and Skills:

Desired experience profile:

1) Ability to manage a 500+ back office processing team across multiple sites working for various LoB’s

2) Must have 18+ years of experience, of which at least 5 years in senior management roles leading large teams, with demonstrable success in creating and driving effective back office processing teams in multinational business environments. Experience in a captive would be desirable.

3) Must have good understanding of global trends and practices in back office processing.

4) Must be able to demonstrate true results in impacting business outcomes and must be an innovative leader.

5) A seasoned, relationship-driven executive who will have the style and sensitivity to work within a highly complex business environment. Multi-cultural sensitivity a must.

6) Must have created and presented business cases to senior management, involving both Strategic and Operational initiatives.

7) Demonstrated expertise in Project Management, Stakeholder Engagement, People Leadership and Quality.

8) Should have managed a business unit / large account independently, looking after budgets, revenues, expenses, staffing, people development, etc.

9) Proven record in a successful offshore delivery environment, across multiple sites.

10) Experienced in process improvement and quality frameworks.

11) Good knowledge of the back office processing industry in India.

12) Proven capability to identify, recruit, develop and retain talent in the Indian context.

Jayeeta