Role Twin Role : BPO Head / IT Head

Reporting To Management

Designation - Commensurate with experience and skills 

Team Members (if any) - BPO & IT Team

Place of Posting - Seepz, Mumbai

Edu. Qualification - BE / B.Tech. / B.Sc. or an equivalent degree. MBA (Systems) preferred Language Proficiency Hindi / Gujarati / English

Professional Certification (pref.) - PMP Certification, Network Engineering

Industry Preference - BPO / Outsourcing

Years of Experience Atleast : 10 - 15 yrs. Past Exp. (preferred but not mandatory)

- Managing IT of a Gems &Jewelley Unit as Head BPO Unit Head IT Head

- Ownership - will need to think and act like an owner; all plans & actions must be reflective of complete ownership of responsibilities,self-starter

Key Deliverables:

BPO Unit Head:

- To supervise and monitor ongoing Projects, Delivery Quality & schedules and Administration as Unit Head

- Business development, Client Relationship Management, Customer Satisfaction Management

- To establish clear communication channels with internal stakeholders on an ongoing basis, define and document SLAs

- To directly monitor and contribute towards efficiency parameters like Cost, Optimization of material, resources & process, QC /testing and delivery time

- To ensure timely billing and realization for cashflow management and business viability

- To develop and implement scalable, efficient and agile IT & network systems & processes that can be flexible enough to adapt to fast-changing customer / market expectations and evolving technology without compromising security

- To establish a work culture of trust, self-discipline and transparency with help of clear communication with all stakeholders, staff (regular and temporary), vendor partners

- Ensuring 100% compliance with all statutory / legal requirements as well as Industry / Customer specific needs

- To institutionalize Systems and Process orientation with the help of Standard Operating Procedures, Policy & Process Manuals,

- Delegation of Authority and nurturing a capable team of future leaders

- Internal Group entity management and key-personnel Top Management

Competencies / Skills Required : 

People Management - should be able to connect with staff across levels, invest in developing & nurturing good teams

Communication skills - must have excellent written / verbal communication

Interpersonal relationship, negotiation and influencing skills

Result-orientation - ideal candidate will never lose sight of expected results while working at micro & macro level

- Gems and Jewelry sector experience preferred

- Systems and Process orientation

- Inquisitive nature to seek new leading edge technologies and how it can help group companies

- May need to work at odd hours due to US clientele

- Vendor partners / service providers

- Business development, Client Relationship Management, Customer Satisfaction Management

- To Head the IT and Networking infrastructure for entities under the India group umbrella

- Define, document and implement IT Policy and Processes, IT Risk Mitigation and Crisis Management / Business Continuity Policy as a custodian

- To monitor the matters of licensing, IT compliances, IT Security, Data Storage, Document Management, process automation and keep the management suitably informed

- To define parameters for System uptime / availability, System efficiency and continuous monitoring

- Vendor management (Hardware / Software / Technology / Licensing / ERP / Connectivity)

- To partner with the business in special projects like technology changeover, M & A, system migrations, automation

- To develop and define a current Vs future map of IT, Network and Technology requirements of group entities

- To evolve a system of periodic audit & review of IT, Network and Technology backbone of the entities and conduct gap-analysis

- To ensure timely billing and realization for cashflow management and business viability

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