AVP/Senior Manager - Client Operations - BPO - IIM/ISB/MDI/FMS

Operations Management :

- Prepares internal and external governance model in order to track and monitor contractual compliance, employee engagement, performance and relationship health

- Creates the scorecard for the engagement and ensure flow down for the team, in order to align the team with the engagement objectives

- Anchors the key internal and external governance meetings, Monitors adherence within engagement in order to sustain delivery predictability

- Oversees and manages day to day operations delivery by Operations team (consisting of Mangers, Team Leads, Specialists and Team members) and ensuring deliverables towards the client are met.

- Conducts periodic reviews with Operations Managers and drives corrective action where required in order to ensure delivery predictability

- Signs off on the service quality plan including the quality control, assurance and improvement in order to create a comprehensive quality program for the engagement

- Engages with the key client stakeholders on areas of Improvements and commits resources in order to enhance customer satisfaction

Financial, Revenue, Business growth related:

- Coordinates with the account manager for the account plan (New areas of growth), in order to achieve the business objective of the engagement.

- Validates and prepares business case for identified opportunities within existing service lines for growth, Discuss and plan for foray into new services in order to meet business objectives

- Identifies opportunities for work redesign, work flow enhancement, shift utilization, Staff mix, staff utilization in order to meet / exceed internal financial goals

People Management:

- Should have handled a Span of 200-250 employees

- Identifies training needs for operation managers and signs off on the engagement training plan in order to ensure competency development across domain, operations and behavioural

- Creates career development & succession planning for direct reports, Reviews the career development methodology for the engagement in order to ensure sustainable employee engagement & motivation in the engagement.

- Identifies key personnel

- Accountable for metrics like Employee Satisfaction and Attrition.

What are we looking for:

- Master- Degree from Tier Institutions, with minimum defined grades

- Experience of at least 10 years and preferred 12 - 14 years of experience in BPO Operations

- Experience in managing operations in BPO Operations environment

- Experience in managing operations at client location will be an added advantage