Director - Service Enablement - Operations & BPI - BPO

Director Service Enablement - Operations & BPI - MNC BPO in Hyderabad.

Job Description :

The incumbent is also responsible for planning, organizing, and directing the operation and maintenance of India's Enterprise Learning, BPI and Project Management functions, providing overall direction and supervision.

Key Responsibilities:

- Lead the Enterprise Learning function, Project management function and BPI function across ADP India

- Report on key performance indicators of improvement projects

- Facilitate, execute and manage Lean projects

- Create a business impact in measurable metrics in consultation and agreement with the business unit partners

- Collaborate with Senior Leadership on process improvement strategies & projects, process efficiency and waste analysis

- Bring an outside-in perspective

- Manage the budget within the limited variances

- Extensive experience in a learning and development organization supporting adult learners, with in-depth knowledge of delivering a high quality learning experience

- Demonstrated knowledge of multi-channel delivery methods

- Knowledge of professional coaching models and remote management skills

- Knowledge of learning discipline, people management skills

- Responsible for monitoring project teams

Key Result Areas:

- Identify learning requirements of the business teams, to add value and establish learning as a strategic business partner

- Ensures learning priorities & resources are aligned with both the Business Strategy and enterprise learning Strategy

- Drives team and associate learning based on the business needs which enables to meet business goals

- Facilitate, execute and manage the BPI function in India including Lean projects with cross functional teams to deliver significant cost saving and quality improvement by deploying BPI and Lean tools and methodologies

- Facilitates, execute and manages the GBS and special projects

- Liaison with multiple stakeholders like Project Managers, Product Managers & BU Stakeholders to prioritize and accomplish projects leading to efficiency and business development.

- Lead and report on key performance indicators of improvement projects, special and GBS projects

- Manage all special projects end-to-end with India including assessment, feasibility, anchoring, and overseeing

- Define and implement a performance management framework for all special projects that will be used for measuring & reporting SLA's, OLA's & KPI's including metrics dashboards

- Train and mentor teams to drive improvement initiatives across selected cross functional teams

- Identify best practices and implement across all India sites to achieve quick deployment of ideas and standardization

- Oversee a central repository for ideas to drive continuous improvement and linked it to KRA and rewards, thereby generating continuous annual savings

- Ensure all improvements are documented, sustained and adhered by all stakeholders

- Create annual budgets and ensure the budgets are aligned with the strategic goals of the company

- Increased value additions through creativity and innovation year after year

- Attract, develop and retain talent

- Represent industry forums and active participation in industry associations

Qualifications:

Education: Post graduate degree, or related experience

Work Experience: 15+ years of experience working in a matrix structure in global BPO organizations

Knowledge and Skill Requirements:

- Demonstrable expertise in BPI and significant experience in leading small and large scale BPI initiatives

- A Strong Program and Portfolio Management experience

- Appreciation of impact of technology on services with view on services/product collaboration

- A competent professional with abilities to anticipate, recognize and respond to future growth by innovative problem solving & root-cause analysis

- Has industry, functional and technical knowledge

- Negotiation and leadership skills

- Budgeting and forecasting

- Is a highly effective communicator

- Collaborates across groups and businesses

- Drives and manages change per the needs of the business environment.

Interested candidates can mail their profiles or call us @ 040-40101210/11.