Chief Operations Officer - BFS

Job Description: Chief Operations Officer

Gurgaon

Summary

The purpose of job is to design and implementation of the overall strategy for the Operations, Technology and Facility departments of the organization.

Job Responsibilities:

Operational tasks / deliverables:

- Daily support of front-end and Risk fulfill SLA's

- Effective management of internal resources

- Shift planning, motivation of operations people, daily management of operation floor

- Optimal usage of internal / external resources

- Maintenance of all buildings / locations

- Manage archiving capabilities

- Establishes the technology plan and vision to support and advance the strategic goals of the business

- Building, managing and developing Ops team, right staffing, succession planning

Strategic tasks / deliverables:

- Co-owns Customer Experience agenda (with Customer Experience), implementing Customer First culture

- Define and document all Ops/IT processes

- Optimally solve fix (technology) vs. variable (manpower) process design

- Examine and optimally utilize new technologies for Customer Service, Payment channels, to manage cost/productivity

- Set up the right standards of service (SLA) to other functions / customers / partners

- Manage build and utilization of zone offices

- Centralization / decentralization of servicing functions equation

- Building solution: HQ and regions, optimal HQ location

- Drive building BCP / DRC capabilities

- Build portfolio and manage service providers

Desired Profile:

- Strong leadership and functional capability

- Minimum 15 years of relevant experience with minimum 8 years of leadership

Who should join :

- Someone who has drive to make a difference

- Strong people agility

- Strong interpersonal skills

- Is essentially the technology visionary