AVP/VP - Operations Delivery Leader/Head - BCM - BPO

Operations Delivery Head - BCM - BPO

Location Bangalore

Work Experience Minimum experience of 8 -15 + years; Atleast 5 years in Outsourcing Industry

Position Title AVP / VP

Position reports to Senior Vice President & Head - BPO Delivery

Role description

The Leader would be responsible for ensuring the operations are carried out as per the required SLA- s, interact with the customer and plan completion of the project. The Leader would be responsible and accountable for all process deliverables pertaining to SLAs, KPIs around legal documentation review

Role Dimensions

- The Business Leader will be a key member of the team responsible for the execution & management of Operations and for providing subject matter expertise and oversight for one or more lines of business for the client.

- Manages overall P&L for the account(s) from an overall delivery perspective and drives cost optimization initiatives

- Manage distributed and large delivery teams across BCM service-lines/projects across Geos

- Focus on the client's business problems - the ability to understand the client's broader business context and problems - ability to engage with client stakeholders and lead engagement governance

- Provide thought leadership and contribute to Customer Engagement strategy.

- Work with the sales team and drives sales support & solutioning.

Desired Profile

- The incumbent will have a proven track record of success and a distinguished career driving relationships, roadmap development, delivery/account management and deployment of large scale and high quality technology solutions in Outsourcing service in BCM

- Should have managed a P&L size of at least $ 20- $ 25 MN and 1000+ FTEs

- Ability to manage globally distributed and large delivery teams across multiple programs/projects covering various Customer Geos

- A proven track record with at least 10 + years of relevant US- UK banking /card operation experience.

- Experience and knowledge of banking regulatory requirements relevant to UK/US/Intl markets is essential

- Experience with Continuous Improvement Programs and/or reengineering.

- Managing teams in a BPO environment with Voice BPO background and managed multiple lines of business, E.g.-CRM, Collections Fraud prevention etc.

- A successful track record exemplifying his/her consistency in delivering results.

- Proven ability in Account Planning and Governance.

- Strong business acumen and partnership skills.

- Effective communicator, Proactive planner with strong analytical, problem solving and organizational abilities