COO/Operations & Quality Head - BPO

NextWealth

POSITION DESCRIPTION

Function: Operations and Quality Head

Job: COO

Location: Bangalore

Reporting to CEO

PRINCIPAL RESPONSIBILITIES :

- Monitor performance of the centre through dashboards and metrics

- Point of contact for the client, understand client’s requirements and translate into action

- Rsponsible for delivering SLAs and metrics targets to the client

- Drive continuous calls on a regular basis with the client and centres

- Manage client visits , presentations at the centres

- Solutioning capability, Strategizing for bids

- Responsible for risk and compliance at the centres

- Should be process driven and consultancy driven

- Design the standardization policies and procedures at the centres

- Drive the standardization across the centres through a structured approach

CRITICAL SKILLS REQUIRED :

- Strong interpersonal and influence management skills

- Ability to work and communicate with people across centres

- Ability to think strategically and translate strategy into action plans

- Should have good problem solving capability

- Excellent Customer facing skills and ability to build rapport with clients.

- Knowledge of Customer’s Culture

- Excellent English written and communication skills

- Ability to push people and get things done

- Ability to make customer facing presentations

- Leadership skills to be able to manage a team

- Process driven – knowledge of DMAIC and Six Sigma a advantage

CANDIDATE SPECIFICATION :

- Engineering Graduate , preferably with MBA or some Professional Qualification.

- 12-14 years of relevant experience ,

- Should be socially oriented

- Previous experience in a BPO business in an operations role preferable

- Good Communication skills

- Good interpersonal skills with excellent people-management capabilities.

- Good analytical and data interpretation skills.

- Independent decision making.

- Should have exposure t quality processes

Please send your resume to mythily.ramesh@nextwealth.in