Head - Operations - BPO/KPO

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.