Head - Operations - BPO/ITeS

Operations Head

Purpose & Description:

The senior level Operations position is responsible for collaborating with senior management to formulate strategy, regulate compliance, implement systems for Flatworld based on company goals that will promote operation excellence and customer satisfaction.

Essential Functions:

1. Direct and manage all operations activity via the internal team, affiliates and partners.

2. Responsible to strategically plan and forecast utilization of people and resources at optimum billable levels.

3. Ensure customer delight through on time deliverables that meet and exceed agreed SLAs.

4. Expand foot print within the customers' business by actively introducing the width of services of Flatworld.

5. Accountable for equipping, cross functional managers and implement best practices to have a high performance team.

6. Responsible for achieving performance goals that are tailored for each business vertical and executing business strategies to deliver growth in accordance with the strategic plans

7. Develop and ensure business processes are maintained by sharing best practice and continual improvement to protect company's position, including measurement tools to forecast success alongside the Sales / Business leaders.

8. Be involved in providing support to Sales team in the areas of RFPs/RFQ, contracts, proposals, invoicing collections etc

9. Keep the CEO informed about business activities, potential threats, opportunities, and recommended actions.

10. Encourage managers to evaluate and take actions that are consistent with the overall strategy which will lead to high performance. Develop a group of well-rounded, capable managers in each business vertical.

11. Ensure adherence to annual budgets and sales commitment to customers.

12. Oversee (with HR) the implementation of effective HR programs and to build critical core competencies and organizational values.

13. Has an overall P & L responsibility.