Associate Director - Business Service & Outsourcing - BPO

Job Responsibilities :

- Manages the end-to-end recruitment cycle for BSO hiring in India, across all BDO RISE locations.

- Onboards new BSO team members to BDO RISE working in conjunction with local HR, L&D and onshore engagement leads.

- Assists team members in developing goals to enhance their professional development in alignment with Firm and BSO objectives.

- Provides guidance and mentorship to all levels of leadership within the organizational unit. Resolves employee conflict.

- Acts as Career Advisor and evaluates staff performance as appropriate.

- Develops, implements, and reviews BSO operations policies and procedures.

- Ensures compliance of organizational unit to Firm policies and procedures.

- Drives creation and implementation of quality and process change initiatives utilizing technology and automation to optimize efficiency and quality.

- Measures and monitors team performance; proactively addressing and resolving performance issues.

- Work closely with practice leads to develop annual headcount budgets and forecasts.

- Builds an effective training and development program focused on upskilling team capability.

- Supports business development efforts related to showcasing and developing India based service delivery solutions for new client opportunities.

- Ensures team compliance to Firm and engagement policies and procedures.

- Other duties as may be required.

Supervisory Responsibilities: Responsible for supervising the BSO team across all BDO RISE locations.

Education:

- Bachelor's degree in Management or equivalent field required, Master's degree preferred.

Experience:

- Ten (10) or more years of experience in a BPO organization or professional services environment preferred.

- Five (5) or more years establishing and managing operations in outsourced, shared service or captive BPO environments required.

- Proven ability to lead a team in a deadline-driven environment and handle multiple projects simultaneously, while focusing on productivity, quality and customer satisfaction.

Software:

- Proficiency with Microsoft Office Suite (Outlook, Excel, Word, PowerPoint, SharePoint, Teams, OneDrive).

- Proficiency working with Smartsheet and other efficiency enablement tools

- Proficiency working with pdf documents.

Language:

- Excellent English oral and written communication skills required.

Other Knowledge, Skills & Abilities:

- Demonstrated management skills, problem-solving abilities, and familiarity working with matrixed/cross functional teams.

- High level of attention to detail required.

- Ability to build high functioning teams and serve as an outstanding role model for firm Core Values.

- Ability to interact effectively with people at all organizational levels of the firm.

- Ability to adapt quickly to changing business priorities.