we are hiring for one of our client based out of Gurgaon location,VP - Operations - I2I
What is the focus of the function? The focus of the function would be to provide leadership and expertise to running a large Call Center organization. Also, the candidate would be accountable to driving improvements around process and productivity the outcome of which would have commercial linkage from a billing standpoint.
How does the role add value? For the Business- The role adds value to the business by providing leadership and direction to the workforce in driving best in class practices and improve effectiveness on key outcome metrics
For the candidate- This is a role in one of the fastest growing business in our company.
How is this role unique from others? This role will involve handling multiple Customers and Accounts and will have opportunities for driving productivity and customer satisfaction
Who are the key relationships for this role? The Key relationships are the following :-
Operating Lead SVP & Operations Leader
All CXO Level Customers for his deals
Key Roles and Responsibilities:
- Deliver on Financial goals for the business; identify opportunities for Growth & deliver on growth commitments; identify key cost metrics and ensure they are optimised.
- Partner with the BD, Solutioning, Sales team on Commercials, pricing, winning deals.
- To ensure the personal development of the team members
- Drive Process improvement in the process and continuously plan for process performance
- Anticipate & plan for new business; prepare for infrastructure and other growth related requirements; plan for resources based on work type and work volume projection and current available head count; and allocate responsibilities
- Review process performance and report out performance dashboards
- Ensure adherence to SLAs as agreed for the respective processes
- Regular liaison with the business contact points.
- 12- 16 years of experience post Graduation
- Experience in managing large teams of approx 500 people
- Prior Customer Management exposure is important.
Please send your resume to email@example.com