Job Role : Head - Operations Job description : - Uncover areas in our target customer domain where we can add more value through our product offerings. - Plan and execute operations rhythm for different businesses, with responsibility of sales operations, order fulfilment and customer success targets. - Identify alignment gaps with different team, and drive transparency and accountability through communication and collaboration. - Work cross-functionally to structure problems, analyze opportunities, and develop solutions. - Using data analytics and market intelligence to enhance our value proposition. - Set-up SOPs and drive them through training and reinforcement; that results in improving the keymetrics that drive Customer NPS - Track and report all process metrics (Operational & SLA). - Complete implementation of Operations volume and capacity forecasting model to ensure adequate capacity to manage demand & Initiate work to implement process maturity model. - Maintain & strengthen process governance and partner communication. - Develop and implement strategies to continually improve processes, quality, and the customer experience in a cost-effective manner, leveraging quality improvement tools and methodologies such as Lean and Six Sigma - Build a strong succession pipeline in place. - Business partner engagement - Always maintain a strong positive client relationship and achieve/exceed satisfaction expectations. - Collaboration with multiple stakeholders across the line of business - Integration and alignment with function's vision and strategy - Support strategic objectives. - Incremental net contribution of 5% to bottom line, through Productivity and Cost Efficiencies. - Continually measures and evaluates all work processes using Lean, Six sigma, and other improvement methods. - Develops and achieves performance goals and objectives in order to deliver an exceptional customer experience. - Implements change or develop new processes as necessary to provide the ability to better service multiple work types. - Drive the Strategic Transformation initiatives linked to Automation and Digitization aimed at enhancing client experience and generating savings for the organization.

Hyderabad

Warangal

Vijayawada

Telangana

Head - Operations - BPO/KPO 

Job Description for Head - Operations - BPO/KPO  in A Tech India in  Hyderabad Warangal Vijayawada Telangana for (1-14) years of experience. Apply Now!