Director - Operations - BPO

Description:

Strategy:

- Collaborate with stakeholders to shape and execute short and long-term business strategies.

- Lead strategic initiatives to address business needs and drive organizational change.

- Review future work transfer opportunities and present proposals / work transition plans to the Business Head and relevant stakeholders

Operations Management/Operational Effectiveness:

- Plan and oversee strategic, operational, and administrative programs, projects, and/or services of broad significance to the organization within the designated functional areas of focus

- Define and implement short and long-term organizational goals, objectives, strategic plans, policies, and operating procedures; track performance and initiate improvements as needed.

- Ensure department adherence to compliance / statutory requirements and operate within the guidelines of internal and external regulators

- Align operations with organizational objectives to deliver continuous improvement in areas such as risk, compliance, quality, and financial outcomes

- Monitor and evaluate performance of the team against service level agreements and business targets.

- Manage stakeholder relationships and collaborate with teams across locations to enhance business outcomes and client service.

- Foster a culture of continuous improvement by identifying opportunities for automation and process optimization.

People Management/ Development:

- Lead succession planning for key leadership roles and own the talent development for the team.

- Responsible for developing frontline and operations leaders through coaching and team building while serving as an escalation point for operational issues and complaints

- Work with Human Resources to develop and implement a Talent Management strategy

- Conduct periodic and annual performance reviews for all direct reports, ensuring alignment with business goals