Head - Operations - BPO/BFS

We have an exciting opening with an MNC firm

Following are the details:

Position: Head of Operations

Experience: Min 10 years

Location: Mumbai

Roles & Responsibilities:-

Workforce and resource planning

- Manage the development and maintenance of workforce forecasting and resource planning models for the team.

- Plan the resourcing requirements of the Team, using the forecast, to enable delivery against service levels and to build team capability

Leadership and culture :

- Lead change within the Team, providing direction, guidance and support to the people.

- Provide leadership support to ongoing business planning and visioning for the division

- Lead processes to engage stakeholders, including employers, the client and service providers, to ensure delivery against service levels

Reporting and monitoring :

- Contribute to the development of individual, business unit and divisional KPIs consistent with contractual SLA's.

- Ensure that systems are in place to track and monitor team performance.

- Prepare management reports as required to analyse performance, determine actual work volumes vs forecast, identify gaps.

Quality :

- Participate in a monthly service improvement forum to highlight recommendations and implement improvements

- Drive a coaching culture within the team to identify potential risks and build capability

Rekha Parmar
HR Consultant
Avenues Consulting