Direction - Operation - BPO

- Bachelor of Engineering or graduate in any discipline and Master's in Business Administration from a reputed institute

- Should have 10 plus years of experience in Operations with a proven track record

- Excellent oral and written communication skills

- Strong analytical, numerical, and reasoning abilities

- Experience driving transformation and leading change management and process creation

- Experience working in a technology or AI product company with focus on innovation

- Experience in managing staff in a remote environment

- Well-developed interpersonal skills

- Ability to be decisive and implement systems and actual roll-outs. Ability to thrive in a highly pressurized fast-paced environment

- Own all operations metrics and continuously improve client experience by solving operational challenges, improving service delivery and quality solutions

- Set strategic long- and short-term operational goals

- Design and establish operational framework, workflow, reporting matrix, systems and efficiency metric to enable the team to efficiently and consistently solve operational issues

- Drive process & system automation to enable a better customer experience and a more scalable system to support our growth & expansion

- Use customer feedback & operational insights to identify product & delivery gaps

- Recruit, select, train, assign, schedule, mentor, counsel, and discipline employees

- Design a forecasting system to ensure accurate management of workforce and expansion planning

- Build succession pipeline for all roles by continuously upgrading and mentoring team

- Ace stakeholder management for key initiatives that impact multiple teams across the organisation

- Work with Managers in the development of financial and budgetary plans

- Optimize processes and system to improve efficacy of processes and people and dollar spend

- Work closely with the AI and Development team to design solutions and product to improve the quality of product and drive efficiency