We are aiming for multi faceted, talented Individual who can contribute to the success of the company. Through a respectful, constructive and energetic style, guided by the objectives of the group, the COO provides the leadership, management and vision necessary to ensure that the company has the proper operational controls, administrative and reporting procedures, and people systems in place to effectively grow the organization and to ensure financial strength and operating efficiency.

Our Client is a large global online travel agent that offers you a one stop travel shop for cheap flight bookings, online hotel reservations, holidays & package tours, car rentals, bus tickets, cruises & more.

Location: Mumbai

JOB TITLE: Chief Operating Officer

REPORTS TO: CEO- India business

REPORTED BY: Vice Presidents/Heads of departments/Operations

QUALIFICATION: MBA in Sales and Marketing from a reputed Institute

EXPERIENCE: 15+ years of prior work experience

INDUSTRY: BPO / IT / ITES

DESIRED ROLE EXPOSURE:

Prior work experience in dealing with multi locational assignments preferably in BPO industry; Knowledge of Domestic markets for BPO services and Indian BPO scenario is desirable; Experience in managing and leading a large headcount, Proven track record of account planning and account management is beneficial.

Job Description

This role will cater to the Over - All Contact Centre business. Ensure smooth functioning of the processes and compliance to procedures and policy guidelines; Lead the team of Heads of Operations into operational growth and maximization of revenue ; Manage the processes as per clients requirements and ascertain timely delivery of SLAs; Support future clients/ new processes.

- Develop strategic & tactical plans to identify, analyze and effectively respond to clients needs, emerging trends and best practices

- Build and execute growth plans for accounts to achieve revenue

- Ensure Service Level Agreements (SLAs) for the process are met as agreed upon with clients

- Classify causes for non achievement of SLAs, develop solutions and execute them

- Supervise performance of processes every week/month and discuss the same with clients

- Develop and leverage client relationships to maximize bottomline results

- Establish and develop strategies to achieve operational growth as per organizational directives to maximize profitability and client satisfaction

- Develop short and long term strategic business goals

- Ensure a Business Continuity Plan is in place for all processes

- Adhere to security policies & procedures

- Ensure that reportees comply with the security policy and procedures

- Provide recommendations to enhance security controls in the company

- Address internal and client related issues that affect process efficiency targets

- Plan, develop and implement strategy for operational management to meet agreed organizational performance plans within agreed budgets and timescales

- Establish and maintain appropriate systems for measuring necessary aspects of operational management and development

- Monitor, measure and report on operational issues, opportunities and development plans and achievements within agreed formats and timescales

- Liaise with other functional/departmental managers to understand all necessary aspects and needs of operational development, and to ensure they are fully informed of operational objectives, purposes and achievements

- Ensure activities meet with and integrate with organizational requirements for quality management and legal stipulations

TEAM RELATED

- Establish innovative systems and procedures for handling data & reports and continuously improvise on them

- Measure performance of the teams for e.g. performance appraisals, confirmation and ongoing feedback and training

- Build effective vertical and horizontal communication channels

- Formulate long term plans for the development and motivation of the team

- Provide efficient leadership to the team

- To be a role model for the Team in terms of performance/ behavior/ attitude

- Control the teams attrition

- Responsible for motivating the team

- Groom and mentor the team to handle more responsibility

- Regularly assess training needs to fill gaps in performance

CLIENT SPECIFIC / ORIENTED:

- Attend client interactions whenever scheduled

- Ensure timely preparation of reports to be sent to the client

- Identify clients business needs and challenges, forecast requirements, and work on proposals for customized business solutions

- Work closely with client & offshore teams (process transition, migration and delivery) in India and develop implementation strategies

- Draft client specific sales presentations for prospective clients

- Negotiate with internal organizations and Clients senior management to maximize opportunities

- Ensure customer satisfaction & delivery as per SLAs

- Build strong inter personal relationships and gain customer confidence with customer teams for generating new opportunities and identifying new processes within these accounts that can be outsourced

- Ensure adherence to client work and audit standards and compliance with legal requirements

- Manage proposal support with a focus on revenue growth and customer satisfaction

PROCESS ABILITIES

- Good understanding of business cycles Budgeting & financial management

- Ability to understand financial statements and perform elementary financial analysis

- Ability to analyze data

- Align individual goals to Organisational Goals

- Skilled in Communication/ Comprehension/ Composition and Problem solving skills

- Ability to manage multiple complex projects simultaneously

- Commitment to quality and ability to manage performance and change

- Be the brand ambassador

- Capability to resolve issues

- Adept at communicating across business and cultural barriers to ensure customer satisfaction

COMPETENCIES

- Strategic Business Perspective - Sets the direction, has global/industry wide perspective and thinking, raises insightful tough questions. Values and devotes personal time to strategic planning. Considers long term impact and wider implications of the strategic plan.

- Business Acumen - Demonstrates entrepreneurial spirit Has good understanding of how business makes money Is guided by financials such as profit, ROI, ROCE for decisions. Balances short term with long term. Takes a holistic view on cost, profit, market and value addition.

- Decision making - Clearly defines problems. Considers all the facts and alternatives available. Is willing to make firm and speedy decisions. Demonstrates objectivity and high quality in decision making. Takes calculated risks with contingency plans.

- Customer Focus - Personally keeps in touch with major customers and understands their changing needs. Drives a customer centric culture in the organization. Proactively anticipates and provides holistic solutions to delight customers. Responds to customer expectations and improves customer satisfaction indices (CSI) better than the market.

- Enabling People Performance - Jointly develops clear roles, challenging goals, expectations and accountabilities for people. Creates an enabling work climate. Allocates resources and supports people to success. Demonstrates faith in peoples capabilities and motivates them. Monitors performance and celebrates achievements.

- Communication and Networking - Communicates clearly, fluently and in a compelling manner to create understanding. Actively listens to people to understand and seek feedback. Ensures application of fair process. Establishes long term networking with significant external business partners and stakeholders for business gains.

- Team Leadership Develops an exciting shared vision. Motivates, inspires, influences and pushes people to attain team goals. Walks the talk (open, fair and honest). Shares credit for success and takes accountability for failures. Celebrates success publicly.

- Leading Change Champions and acts as a catalyst for major change. Gets buy in from significant opinion makers. Communicates and listens with empathy to overcome resistance. Sets up systems to hold gains.

- Ownership and Accountability for Results Demonstrates ownership for goals. Drives himself and others to achieve desired results Reviews and monitors progress with course correction to ensure success. Raises the bar after each achievement.

- Learnability Proactively seeks opportunities to learn and relearn. Seeks new challenging experiences without fear of failure. Quickly attains mastery even in unrelated areas. Utilizes learning for improving performance.

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