Director - Operations - BPO

Responsible for managing assigned accounts, this responsibility encompasses a variety of activities that require consistent directing, planning, scheduling, and tracking of tasks.

- Building relations with client

- Collaborating with senior management on client account management and growth

- Partner with Operations team to ensure SLA delivery

- Host client visits and formal review sessions (MBR/ QBR) and Vendor Summits

- Meet Profitability expectations Revenue, Margins, Billing accuracy and Turnover

- Review forecast and overlook capacity planning- Manage program scorecard/ Guide program placement

- Drive business growth organically and also through new initiatives

- Integrate client strategic objectives to Organization objectives

- Contract renewal/ negotiations

- Drive Continuous Improvement in Operations, Training, Quality for effective program management

- Good communication around issues and opportunities

- Get things done, make things happen

- Business Contingency Planning (BCP\DRP)

- Formulating action plans for any contingencies to be encountered by the process, keeping in mind current and future requirements.