Head - BPO

Head - BPO

Reporting To : Board of Directors

Essence of the role :

- As an entrepreneurial and a natural leader you will own all aspects of defining, implementing an effective Business Strategy and managing the business operations and daily activities of the Business.

- The responsibilities include overall ownership for the delivery of the Business Processing Outsourcing in line with commercial, contractual and Operational requirements.

Key Responsibilities :

- We are looking for an experienced person who has got the expertise in the area of outsourcing and setting up an offshore operational center.

- Driving procurement activities including vendor strategy, business requirement scoping, location assessments, and request for proposal administration, and pricing and contract negotiation.

Key focus areas include the ownership and management of :

Service Delivery :

- Responsible for defining business strategy, scope, service deliverables and operational plan. Delivering of Business Services in accordance with agreed SLA's.

- Provide operational guidance and strategic direction to the teams on best practice to ensure delivery of class service.

- Manage relationship with internal and external stakeholders to ensure a quality service and to manage expectations. Deliver year on year efficiency savings across the business.

- Leading the overall solution design, delivery shaping and business case creation. Define scope and deliverables for operation with - internal client- .

Operational Management :

- Development and adherence to policies and operating procedures and develop a high performance culture through the development of a motivated and skilled workforce.

- To undertake and manage various projects and improvement initiatives.

- To ensure appropriate controls are in place across all processes.

Management Reporting :

- Report performance against SLAs to all stakeholders.

- Standardize reporting requirements including development of a KPI reporting for services. Manage own diverse range of BPO risks/issues/escalations. Identify trends and propose root cause resolutions

Financial Management :

- Own full P&L responsibilities and meet the financial targets within the defined budgets.

- Model the business unit expenditure and monitor the expenditure and progress against the plan.

- Ensure annual accounts are audited on time. Understand the numbers that are driving the metrics including cost, efficiency and quality and thoroughness to meet performance objectives.

Team management :

- Be a role model and demonstrate a management style that encourages participation and ownership, along with a continuous focus on action, customer satisfaction, support personnel satisfaction and financial management. Coach, counsel, and develop team members to position them for advancement.

- Conduct all business with the highest ethical and professional standards.

- Developing and maintaining strong working relationships with employees at every level in the company, as well as with the vendor and service providers to identify, analyze and solve problems.