Managing Director at Search Light Consulting
Views:10042 Applications:313 Rec. Actions:Recruiter Actions:32
AVP - Operations - International Process - BPO (10-18 yrs)
AVP Operations for an MNC BPO in Hyderabad.
Job Description :
Lead and manage a team of 5- 7 Seller Support Managers and 100 - 200 Seller Support Associates; responsible for the overall direction and performance of the teams
Ability to set the vision, direction, and culture of the team by managing individual and team performance expectations and goals, monitoring real time service levels and schedule adherence, and holding the team accountable for meeting and exceeding performance targets
Manage the career growth and development of the Seller Support Leadership team by driving focus on Leadership Principles
Play a critical role in building management depth by providing guidance and mentorship to all levels of leadership within the organizational unit
Responsible for Training employees; planning, assigning, and directing work; rewarding and disciplining employees; resolving conflicts; staffing; and development of employees, Standard Operating Procedures, high quality and productivity within the department
Carry out supervisory responsibilities in accordance with policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution
Effectively partners and builds productive working relationships with direct reports, peers, leadership, and other departments
Manage the career growth and development of the team by driving focus on Core Values. Plays a critical role in building management depth by providing guidance and mentorship to all levels of leadership within their organizational units, as well as serving as an outstanding role model
Operations and Project Management
Manage workflow, handle escalations, proactively engage resources to address issues and effectively delegate workload across the leadership team
Drive creation of staffing plans, schedules, quality initiatives, process change initiatives, Lean/Kaizen activities, and other change/Six Sigma initiatives
Participate on business leadership meetings, helping to develop and drive strategies and programs which improve the competitive position and profitability of the organization
Works to build and maintain seller trust
Solving complex seller support issues and proactively heading off negative service trends.
Identifying and eliminating root cause barriers to accuracy, productivity, and quality
Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures
Developing and achieving performance goals and objectives in order to achieve seller promise expectations
Participates on business leadership meetings, representing Seller Support business unit to VP and/or SVP level management
Develops and drives strategies and programs which improve the competitive position and profitability of the organization
Candidate Profile :
A Masters degree in Management is preferred.
12 -18 years of successful experience in Operations with demonstrated progressively increasing responsibility.
Should be currently working as an AVP Operations in an MNC BPO (International Process), have led a team of at least 100 - 300 heads.
Understanding of Lean and Six Sigma and a keen interest in and familiarity with technical systems.
Excellent knowledge of statistical concepts and their application to operations along with expertise in the use of technical/statistical tools to drive quality and process improvement is strongly preferred. Project Management experience.
Advanced knowledge of Excel, strong presentation skills, and the ability to motivate and inspire large groups of people are a must
Should be open to work in rotational shifts (day / night).
Interested candidates can mail their profiles or call us @ 040-40101210/11.
This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.