Head - Operations & Service Delivery, Scientific Publication & Editing

Origin Consultants Pvt Ltd an Executive Search Services Company has been retained by a KPO that caters to the Knowledge Outsourcing needs of Academic Professionals, Researchers, Institutes, Journals and Publications across 70 countries around the globe to identify a Head - Operations and Service Delivery - (Scientific Communication - Editing & Publishing Services)to be based at Mumbai

The company provides professional services that cater to the Knowledge Outsourcing needs of Academic Professionals, Researchers, Institutes, Journals and Publications across 70 countries around the globe. The services span different aspects of Knowledge Process Outsourcing in the areas of Physics, Chemistry, Biology, Mathematics, Medical, Engineering, Economics, Sociology and Literature. The company employs over 500 highly qualified knowledgeable and accomplished researchers and scientists to deliver the requisite quality, accuracy and excellence in projects. The Company has pursued an unstinted path of growth despite national and international competition and is globally recognized and respected because of its honest commitment to Unequalled Quality and Service.

The Company is seeking a Head - Operations and Service Delivery to oversee its technical writing, editorial and publication support processes. Major responsibilities include the following :

- Lead the Business Operations team for technical writing, editorial and publication support

- Effectively managing all strategic operational processes and resourcing, and leading the organization in order to achieve and maintain operational excellence

- Handle a mix of administrative duties and strategic responsibilities

- Lead multiple large cross-functional teams and communicate with senior management to facilitate projects and ensure performance meets goals consistently

- Provide strong leadership to team including developing and monitoring individual and team performance goals, coaching managers and senior individual contributors, and driving major change initiatives

- Drive all customized people engagement initiatives and partner with HR organization and implement appropriate HR strategies and actions to recruit and retain a qualified and motivated team

- Manage the production calendar and pipeline to ensure all ongoing deliverables are met and executed within agreed upon Service Level Agreements

- Oversee editorial, writing, formatting and production activities

- Coordinate schedules and nudge writers and editors to meet deadlines

- Ensure that publication related information is kept up to date

- Work through the implications of new publishing formats with the head of product development

- Serve as a liaison among editorial, production, marketing and publicity

- Redesign processes to better fit with changes in publishing and client demands

- Manage intellectual property and permissions issues

- Play key role in identification of bottlenecks in the existing processes and lead process innovation initiatives

- Drive the performance base-lining and metrics reporting, process improvement projects and quality certification

~ Monitor and manage client and internal escalations; conduct appropriate trend analysis as needed and devise strategies or process improvements to reduce them to almost zero level

- Own the complete automation process and contribute in improvement of same so as to increase efficiency of system using innovative approaches

- Report to leadership team in weekly operations reviews

- Design and lead Initiatives and programs focused on achieving best-in-class status and improving customer and employee satisfaction

Essential Requirements :

- MBA with 12+ years of experience in the KPO or publication services or content development or e-learning or consulting domain

- Prior experience in managing outsourcing operations

- Background in business thought leadership, as well as particular knowledge in the areas of leadership, organizational culture, change management, and managing people.

- Experience of managing large teams (150+)

- Excellent oral, written, cross functional and interpersonal communication skills

- Excellent people manager, open to direction and collaborative work style and commitment to get the job done

- Must have handled planning, scheduling and budgeting duties, including conducting meetings, coordinating budgets, meeting publication deadlines etc

- Excellent problem solving skills

- Expert Process Management Skills

- Expert Customer Relationship Skills

- Familiarity with and experience in both print and online media is preferred.

- Exposure of working in content development or e-learning environment will be a plus

- Proven ability to multitask

- Experience working in a fast-paced environment

- Highly entrepreneurial

In order to process your candidature for this position we require the following details :

- Your updated resume in word format

- A digital / scanned photograph

- Detailed break up of current salary

Nita Thaker, Director - HR Advisory
Origin Consultants Pvt Ltd, Mumbai, India
Tel: +91.22.28268407

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