AVP - Operations Manager - BPO

AVP Operations Manager

Job Summary: AVP Operation Manager

The Assistant Vice President (AVP) of Operations is responsible for overseeing and managing the day-to-day operations of various business processes within the organization. He will play a key role in managing teams, optimizing processes, and implementing strategies to drive productivity and achieve business objectives. He will play a crucial role in driving the growth and success by implementing best practices, fostering a culture of excellence, and exceeding client expectations. An out-of-the-box thinker committed towards the growth of people within the organization.

Key Responsibilities :

Leadership and Team Management:

- Provide leadership, direction, and guidance to a team of Operations, facilities, Client management.

- Foster a culture of collaboration, innovation, and continuous improvement within the operations team.

- Develop and mentor team members to enhance their skills and capabilities.

Operational Excellence:

- Develop and implement strategies to optimize operational processes and improve efficiency.

- Monitor and analyze key performance metrics to identify areas for improvement and implement corrective actions as needed.

- Ensure compliance with client service level agreements (SLAs) and contractual obligations.

- Drive initiatives to enhance quality, productivity, and cost-effectiveness across all operational functions.

- Regularly monitor key performance indicators (KPIs) and metrics to track progress and make data-driven decisions.

Client Relationship Management:

- Serve as the primary point of contact for clients regarding operational issues, escalations, and service delivery.

- Build and maintain strong relationships with clients through regular communication, meetings, and performance reviews.

- Collaborate with clients to understand their business needs and requirements, and proactively identify opportunities for service enhancement and expansion.

Risk Management and Compliance:

- Implement and enforce operational policies, procedures, and best practices to mitigate risks and ensure compliance with regulatory requirements.

- Conduct regular audits and assessments to identify compliance gaps and areas of operational risk.

- Work closely with internal stakeholders, such as legal, compliance, and risk management teams, to address issues and implement solutions.

Quality Assurance & Data:

- Drive continuous quality improvement through strategy, quality management systems and metrics for measurable results to achieve customer delight

- Conduct regular quality audits to assess service delivery and identify areas for enhancement.

Resource Planning and Allocation:

- Optimize resource allocation based on workload forecasts, client requirements, and staffing availability.

- Participate in hiring and provide capacity planning/hiring feedback and forecasting Coordinate with HR to recruit, onboard, and train new team members as needed.

- Maintain appropriate staffing levels to meet operational demands while controlling costs.

Strategic Planning and Execution:

- Contribute to the development of the overall business strategy and objectives.

- Develop and execute operational plans aligned with the organization's strategic goals and objectives.

- Monitor industry trends and market dynamics to identify opportunities for business growth and expansion.

Qualifications and Experience:

- Bachelor's degree in business administration, management, or a related field. MBA preferred.

- Proven experience 15-22 years in a senior leadership role within the BPO industry, with a focus on operations management.

- Strong understanding of BPO processes, technologies, and best practices.

- Excellent leadership, communication, and interpersonal skills.

- Demonstrated ability to drive operational excellence, manage client relationships, and deliver results in a fast-paced environment.

- Knowledge of regulatory requirements and compliance standards relevant to the BPO industry.