Director - Operations - Process Excellence

Role: Director Operations - Process Excellence

Location: Noida

Experience: 15+ Years

Roles and Responsibilities:

Main Accountabilities

New client take ons (Transitions) and support to sale/solutioning team

- Understanding from sales and solutioning team the type and level of service required by the client

- Providing an estimate of the overall service along with the approach

- Working along with them to provide an in-depth analysis of how will the client benefit by associating with the CPA organization

- Conducting project scoping and planning

- Testing infrastructure (IT, training tools)

- Analysing data (omissions) to understand the clients' current workflow

- Attending project kick-off calls with BTO project manager

- Documenting the agreed would be work flow and agreeing success measures with the stakeholders.

- Creating standard operating procedure and seek client's sign-off

- Co-ordinating with onshore IPSS Team for work sharing on blended service delivery

- Reporting the success of the transition through agreed reports and KPIs/success measures

Operations Management

- Monitoring budgets, resource utilization, costs and margins

- Tracking and reviewing teams' performance on key KPIs impacting client, finance, process and people and proactively taking measures to excel in operational delivery.

- Approving and implementing corrective actions to improve efficiencies (CAPA) shared by Manager -Operations

- Monitoring client issues and providing guidance for corrective actions and escalation resolutions

- Participating in bridge / informal meetings (with internal and client teams, if required) to resolve issues

- Review and provide status updates and other MIS to relevant stakeholders

- Oversee / monitor efficiency and deployment checklists

- Provide support to team members in backlog reduction through arranging discussions with users / SMEs

- Creating and implementing a mitigation plan basis gaps / leakages / issues on process capacity / resource deployment / business exigencies highlighted by Manager-Operations

- Reviewing monthly business updates shared by Manager - Operations for BU Head review.

Process Excellence

- Reviewing existing systems and processes

- Identifying opportunities for improving utilization, reducing costs, etc.

- Approving and implementing identified opportunities of system / process improvement / innovation

- Forming team based on skills and time availability for executing the initiative

- Assisting in take decisions on retiring certain applications in order to drive process and system efficiency in the team

- Reporting financial savings / innovations to management and client and rewarding innovators as per R&R framework

- Driving the CI practices and culture within the team

- Encouraging initiatives for improvement.

People Management

- Setting clear and objective goals for team (inc direct reports) and drive them towards the achievement in order to engage, retain and develop a committed and cohesive workforce

- Reviewing targets and performance periodically and provide feedback including mid year and end of year performance review and timely completion of appraisal on workday

- Identifying, prioritizing and deploying action items for competency development within the team

- Engage with employees through one-on-one meetings and directing / guiding team on departmental issues

- Identifying, grooming, rewarding (by deciding on awardees in quarterly/monthly/OSR categories)and developing high performers and future leaders and hand hold them in their career through developmental feedback

- Challenging and motivating the team for their growth, ownership and responsibility;

- Resolving escalated conflicts and grievances

- Participating in the EWS(early warning system) meeting(s) and working on action plan basis "RAG" status along with HRBP and implemeting it within stipulated timelines

- Identifying underperformers within the team and intiate PIP along with HRBP, create plan and roadmap for performance improvement as per company policy

Eligibility Criteria

- Minimum Bachelor's degree in any stream

- At least 15 years of overall work experience

- Minimum 5+years of experience leading teams of 100 FTEs+

- Experience in Intellectual Property administration (Patents) preferred.

- Experience in leading large scale Continuous Improvement projects, business transformation projects preferred