Director - Business Operations - KPO  Educational/professional qualifications: Experience in managing complex knowledge based outsourced operations. Possess a degree in Engineering (any stream), Patent Law / MBA.   Experience: 10-14 years with at least 10 years as a Senior Operations Manager in a technology company or a company in India providing knowledge process outsourcing support to U.S. clients. Should have previously handled multiple client relationships and P&L responsibilities.   Skills :   Strong leadership, communication, influencing and negotiation skills  Managing a team of 60-100 support staff including 3-4 managers/Sr. Managers   Should be strong academically and should have demonstrated excellence while handling complex knowledge based operations  High energy levels and sense of ownership and maturity to work independently  Passion for achieving results   Access communication skills to interact with Senior Management and clients  Process-oriented with excellent analytical skills  Client relationship focused mindset  Should be able to work with a sense of urgency and attention to detail  P&L orientation and ability to deep-dive to improve revenue and margin numbers  Strong presentation skills - written and oral presentations  Strong personality, ability to work with global clients (U.S. Europe, APAC) and provide solutions to help them improve their business and operations  Demonstrated People leadership and ability to inspire teams  The purpose of the role :  The Director Business Operations will be primarily responsible for P&L management and Service Delivery for US KPO (Knowledge Intensive) process functions in respect of multiple customers. The role also requires overseeing process support staff, administrative assistants and docketing specialists based in India. The candidate is expected to function as a mentor for a team of 60-100 members in one of the knowledge intensive business unit in India. The candidate should be able to grow the P&L, manage service delivery, build solid client relationships and manage internal stakeholders. Should have a growth mindset and the ability to achieve best in class service levels and deliver continuous improvement.   The role requires the candidate to have experience in leading service delivery in complex knowledge based processes in any industry. Preference would be given to candidates who have handled service delivery in IP Management Services.  In a leadership role, the candidate should be able to act as a key owner of business metrics and service delivery performance for US based clients. Should be able to lead a group of 60-100 employees, mentor and motivate them into achieving world class operational delivery. Client relationship management (CRM) at senior levels, oversight of commercial contracts and driving continuous improvement are the key functions the candidate will be expected to perform.   Job Responsibilities :  Director Operations will coach, train and mentor a team of KPO process support managers and senior managers in all aspects of the business. Following are the key goals for this position:  a) Attainment of Revenue and EBIDTA numbers as per annual operating plans  b) Driving sales performance through rigorous reviews, workshops, roadshows  c) Building new capabilities for the intensive knowledge process specific operations  d) Delivering a world class service experience to existing and new Customers   e) Re-engineering processes to achieve world class quality   f) Leading & implementing new technology tools leading to enhanced service quality, efficiency and productivity metrics  g) 100% compliance to all internal processes - business continuity, information security, ISO, internal/external audits  h) Overseeing Service Delivery metrics across different clients. Converting client deliverables into KPIs for the delivery team   i) Foster an environment of openness and trust and enabling learning and development for all employees  j) Offer technical and solutions support to sales and business development teams   k) Participate in process building, process innovation, automation and similar activities directed at organization development.  l) Quality control of the work-products generated by the team  m) Help in establishing the brand globally, and in that relation the management may ask the candidate to attend conferences, networking events, road-shows and also carry out regular visits to various potential and existing client facilities.  n) Provide every possible sales and marketing support including by offering online presentations, attending conference calls to render presentations on service lines and related processes, making client specific proposals, and obtaining client references (if and when specifically required).   o) Work with stakeholders across the organization to define the roadmap for growing client relationships and accounts  p) When required travel to client facilities for on-site reviews   q) When required attend potential customer presentations   r) Attend client sales and marketing meetings, internal sales meetings, strategy meetings when asked for  s) Manage any special projects from time to time.

Delhi NCR

Director - Business Operations - KPO 

Director - Business Operations - KPO  ,Job Description for Director - Business Operations - KPO  in Talent Toppers in  Delhi NCR for (10-14) years of experience. Apply Now!

Job Description for Director - Business Operations - KPO  in Talent Toppers in  Delhi NCR for (10-14) years of experience. Apply Now!