Managing Partner/Founder at Workoid Consultants
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AVP - US Operations - Voice Process - BPO (9-18 yrs)
AVP - US Operations - Voice Process - BPO(females only)
US shifts - Voice Process
We are looking for a AVP - Operations with our client with a global presence based at Gurgaon.
Job Location : Gurgaon
Department : Operations
Reporting to : Director Operations
Education : Graduate, Pref PG (Economics or Finance related major; Masters Degree)
Experience : Minimum 10 years of managerial experience.
CTC : Standard Industry Hike
Working Conditions : 5.30 pm - 2 .30 am, 5 days
Certification : Relevant Quality Control and/or Corporate Compliance Experience, Lean Six Sigma experience ; ASQ CQM/OE certification/Lean Six Sigma Black Belt Certified preferred
Directs all day to day aspects of US Voice & Back Office in the India site, responsible for overall management and leadership of the Call centre and back-office operations. Ensures operational standards are met or exceeded for service, productivity, quality, employee development, and employee engagement across all managed teams. Works strategically across sites to ensure consistency, leverage best practices, and provide critical inputs to global strategy of the UK Operations.
Primary responsibilities include:
- Oversee daily productivity and work effort towards the strategic execution of meeting and exceeding defined operational KPIs and goals. Analyzes processes, enacts change, acts as a thought partner operationally and strategically to achieve business goals and ensure appropriate work force allocation is attained
- Lead, coach, motivate, engage, and manage for the leadership and strategic development of direct reports, ensuring development is occurring across all levels, and developing a workgroup structure that allows for individual and position growth opportunity, thereby maximizing the value and potential of team resources..
- Drive strategic developments and improvements to overall service levels, value optimization, transactional efficiencies, and cost management for work groups.
- Partner closely with upstream and downstream partners, both within and outside UK operations related functions, seeking opportunities for strategic and tactical improvement, optimization, and efficiency.
- Robust hands-on knowledge of the workings of the UK Operations and how they relate to the core business goals of connecting with the consumer, compliance, and collections.
- Management of direct reports (reporting to the role) Team Span 100-200.
- Leadership communication- inspirational leader (traits flamboyance, not bordering to arrogance or know it all, story teller-someone who can inspire by sharing a story, influencing without being pushy-ability to involve colleagues to his thoughts.
- Global synergy- should have worked in a global set up (US or UK level reporting will be preferred), sensitive to culture and understanding global challenges and priorities, mobile, relationship builder (at a person level), channelize discussions or decision making through multiple stake holders (ability to use tact to influence)
- Strategic agility- strong numerical and analytical skills, understand details but has a broader perspective, draw out long term vision (managing vision and purpose)
- Drive for results- personality traits- strong and confidence body language, ability to assert himself, be with the team and focuses on show and tell
- Developing direct reports
If the above role excites you, Kindly share your updated resume with the below mentioned details -
Current Residence Location
Ok to relocate to Gurgaon
Ok for Shifts (5.30 PM - 2.30 am)
Ed Qualification with College
Total Exp (yrs)
Total International BPO Exp (yrs)
Collection Exp IF ANY ( Pls share details briefly)
Current Process ( Voice, Backend or blended and domain)
Processes handled ( Collections, Customer service, AR, Healthcare, RCM etc. Pls specify)
US Processes Handled in your career span - shared details
Team Span in Current Process (Direct + Indirect)
Max Team Span Handled
Certifications if any
Current Desgn ( Desgn +Years)
Hierarchy in Your current Company
Current CTC ( Fixed+ Variable)
DOB & Age
Please feel free to connect for any further clarifications.
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