Business Head - Operations - BPO

Role : To prepare business plan, annual budget, protect existing revenue plus revenue growth in the engagement, transition coordination, process documentation, SOW/Metric determination and process training certification with the objective achieving the business objectives for multiple verticals Viz(retail, telecom, manufacturing, consumer, travel, logistics)

Responsibilities :

- Prepares the annual budget and business plan aligned with corporate / divisional objectives for the engagement, Coordinates with the account manager for the account plan (New areas of growth), in order to achieve the business objective of the engagement.

- Accountable for protection of existing revenue (A) plus revenue growth in the engagement both from existing service offerings (B1). Plans and reviews the people, Infra, Technology requirements with the transition team in order to finalize the target delivery model

- Provide resources to the transition team to finalize the process definition & documentation, ensures sign off across all processes in scope in order to finalize the To-Be process. Reviews and signs off on the SOW in order to complete the contractual process

- Signs off on the training /certification methodology at the engagement level in order to ensure right skilling on engagement. Co-ordinates resource deployment across all processes for the engagement(Team Size, Span, Shift Utilization, Skill sets, technology rollout) in order to ensure budget & pricing assumptions compliance.

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

- Creates career development & succession planning for direct reportees, Reviews the career development methodology for the engagement IN ORDER TO ensure sustainable employee engagement & motivation in the engagement.

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

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

- Conducts periodic reviews with ops managers and drives corrective action where required in order to ensure delivery predictability. Conducts monthly financial review with direct reportees and BU head, takes corrective actions on order to ensure meeting of business plan objectives

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

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

What are we looking for in you :

Educational Requirements (Must have) :

- MBA with at least 10 years of Experience, OR

- Graduation with at least 12 years of Experience

Work Experience :

- Deep domain knowledge particularly in retail, telecom, manufacturing, consumer, travel, logistics

- Experience of enterprise domain -International

- Client Management

- People Management (Senior Professionals)

- Collaborative skills

Nithya