General Manager - Operations - BPO

- Creating and implementing strategies for scalability, efficiency, and growth in a cross-functional service delivery center.

- Establishing performance objectives while managing the performance of teams and staff across the GCC (Global Capability Center).

- Ensuring staff hiring and onboarding are consistent with documented requirements.

- Maintain strategic business planning and management.

- Managing the budget and monitoring the financial health of the GCC.

- Responsible for global operations planning to increase efficiencies and reduce defects.

- Improving internal processes for better productivity.

- Accountable for P&L (business management, forecasting, and fiscal responsibility) across the GCC ecosystem.

- Responsible for the implementation of GCC business goals and objectives.

- Accountable to ensure GCC processes are implemented, enforced, and monitored.

- Standardize and implement program policies and procedures.

- Identify and mitigate risks associated with GCC operations.

- Establish, implement, and ensure compliance of SOPs for all activities.

- Oversee project execution and resource planning.

- Serve on Executive steering committees, and other executive-level advisory panels, as appropriate.

- Assure the tools, processes and other continuous improvement methodologies are applied across GCC supported business functions.

- Adhere to ethical standards and comply with the laws and regulations applicable to the job function.

Skills/Qualification :

- Bachelor's degree required, preferably with a concentration in business, finance, or marketing.

- Proven leadership experience running captive or offshore operations, fully globally English professional speaking etc.

- 10+ years of service delivery experience leading a highly diverse organization with a proven record of achieving service levels, cost, and efficiency targets. Thorough knowledge of operations, process management and project management.