AVP/Site Head - BPO

Job Description:

End-to-End Operations:

- Responsible for the leading End-to-End site/center-wide operations for all programs & clients.

Stakeholder Management:

- Responsible for managing 360 degree relationships - Clients, Management, Employees, Vendors & Government agencies.

Budgets & Financials:

- Responsible for creation of budgets; compliance to budgets/LE; maintenance of site level profitability; drive revenue growth & optimize cost.

Site Environment:

- The Site Owner, responsible for ensuring a safe, positive, enjoyable experience for all employees & visitors to the site; ensure a culture that is aligned to the values, mission and vision.

Talent Management & Engagement:

Hiring, training, engaging, supporting & managing talent at various levels & functions in the site; responsible for a talent pool build-up to ensure business continuity when critical positions become vacant.

Performance Management:

- Responsible for the consistency of execution; results review (w/m/q/y); driving coordination amongst various site functions to deliver & exceed expected performance in the areas of Client, Stakeholder & Employee.

Quality Management:

- Responsible for consistency & compliance to all mandated quality guidelines, SQMS processes, and bringing about process improvements and culture change through 6 Sigma/Lean methodologies.

Contractual Obligations:

- As the site leader, the incumbent is responsible for delivery and maintenance of various contractual / SOW obligations - client, government, vendors, etc.

Business Growth:

- Be strategically aligned to corporate vision and accordingly look for growth opportunities within and outside current projects