Head - Client Operations - FMCD/Industrial Business

Job Role: Client Operations Head

Roles:

- Build enduring relationships with the clients and display an understanding of the client, industry, Business environment

- Responsible for P&L of the department

- Track and review entire operations process, weighing them against the set business targets in order to determine the effectiveness of any initiatives and implement necessary changes and Solutions

- Ensuring high quality customer experience with brief understanding and validation to design projects development and coordination from concept to execution stages

- Take complete ownership of projects from start to finish. Manage customer negotiations and Payment

Key Responsibilities:

1. Strategic Planning: Develop and implement operational strategies aligned with the company's goals to enhance profitability.

2. Financial Management: Monitor and analyze financial performance, identify areas for cost reduction, and maximize revenue generation.

3. Supply Chain Management: Streamline supply chain processes, optimize inventory levels, and ensure timely delivery of products.

4. Quality Control: Establish and maintain quality standards to meet customer expectations and uphold the brand reputation.

5. Team Leadership: Lead and motivate a team of operations professionals, fostering a culture of collaboration, innovation, and excellence.

6. Performance Monitoring: Implement KPIs and performance metrics to track operational efficiency and drive continuous improvement.

7. Vendor Management: Build and maintain strong relationships with suppliers and partners to ensure cost-effective and reliable sourcing.

8. Compliance: Ensure compliance with industry regulations, safety standards, and ethical practices in all operational activities.

Required skill set:

- Provides full accountability and leadership for the client engagement

- Prepares the annual budget and business plan for the engagement, coordinates with the account manager for the account plan

- Thorough knowledge of contractual management, and deliver contractual commitments pertaining to day to day operations and SOW deliverables

- Demonstrates expertise in staffing management models including best in class staffing practices to optimize cost and enhance efficiency.

- Understand emerging business models in the industry to implement and delivery project outcomes.

- Signs off on the training /certification methodology at the engagement level to ensure right skilling

- Co-ordinates resource deployment across all processes for the engagement (team size, span, shift Utilization, skill sets, technology rollout)

- Responsible for the engagement training plan to ensure competency development across domain, operations and behavioral

- Prepares internal and external governance model to track and monitor contractual compliance, employee engagement, performance and relationship health

- Signs off on the service quality plan including the quality control, assurance and improvement to create a comprehensive quality program for the engagement

- Creates the scorecard for the engagement and ensures alignment of the team with the engagement objectives

- Conducts periodic reviews with ops managers and drives corrective action where required