Director - Operations - BPM Function

The Director Operations will oversee part of BPM Operations and provide leadership direction to BPM functions. The director will acquire and develop specific business unit domain knowledge to proactively propose solutions and enable strategic direction to the Division. This position requires a relevant experience in a similar leadership role, including proven success and the ability to lead/coach a team, define/implement new business processes and practices. Thrive in a fast-paced, collaborative, innovative environment

PRIMARY RESPONSIBILITIES

- Expertise in Project & Change Management Operations, People Management, Client engagement and Top Management Stakeholders management.

- Provide financial and operational recommendations based on project and cost center forecasts Analyses various reports provided by various departments and improvise methods if needed.

- Meet and exceed all TATs for all Transactions along with desired accuracy. Attrition & Absenteeism to be below the standard BPM Industry benchmark; - 6% on a Monthly basis

- End customer satisfaction and effectiveness scores to be above 92% Process compliance to be above 99%

- Define and monitor OLAs in accordance with the client SLAs and ensure client satisfaction is met or exceeded

- Expertise in interpreting & implementing various business & operational efficiency improvement projects

- Providing way ahead & assistance to senior management in the planning, implementation, evaluation/modification of existing operations, systems & procedures

- Develop and coach a strong and cohesive operations leadership team. Assure all employees receive the proper training, feedback and support to achieve their objectives and deliver on customer requirements

REQUIRED KNOWLEDGE/SKILLS/ABILTIES :

- At least 15 years prior experience leading a cross function teams

- Experience working in a large, global environment

- Experience with gathering metrics and reporting them to Corporate Standards

- Results oriented with strong communication and interpersonal skills, outstanding collaboration, strong influencing and consensus building

- Excellent language and communication skills (written and verbal)

- Ability to motivate and inspire teams

- Diligence in following through Operational Parameters

- Innovative and able to foresee market conditions

- Master Degree in Computer Science/Finance/Accounting or General Business preferred