Head - Operations - BPO/KPO

- Bachelor of Engineering or Graduate in any discipline or Masters in Business Administration from a reputed institute

- 12 plus years of experience in Operations with a proven track record

- Should have worked with multiple sectors including KPO companies in previous assignments.

- Experience driving transformation and leading change management and process creation

- Experience with transaction process, quality management and training with minimum 3 or more years in leading 250+ staff

- AI and/or Chat Bot experience is preferred

- Strong analytical, numerical, and reasoning abilities

- Hands-on SME with creative leadership approach in designing and implementing

- Well-developed interpersonal skills

- Ability to be decisive and implement systems and actual roll-outs.Ability to thrive in a highly pressurized fast-paced environment & motivate team members to do the same

- Experience in managing staff in a remote environment

- Analyse current operational processes and performance, recommending solutions for improvement

- Accordingly, develop and recommend corporate operations policy

- Design and establish operational framework, workflow, and efficiency metric

- Design systems and processes to ensure that the level of service is of required standard. At the same time driving maximum efficiency

- Set strategic long and short term operational goals

- Define and implement KPIs for all operation functions and personnel

- Design systems to ensure effective co-ordination of all company activities in support of corporate objectives

- Collaborate with Product and AI team to develop and implement product for the operational infrastructure designed toaccommodate the rapid growth objectives of our organization

- Design a forecasting system to ensure accurate management of workforce and expansion planning

- Conduct Time and Motion study to evaluate the current utilisation and recommend changes accordingly

- Evaluate overall company performance by gathering, analysing and interpreting data and metrics

- Design system to provide timely, accurate and complete reports on the operating condition of the company

- Provide training to Managers on process and system optimisation for new processes to ensure sustainability

- Work with Managers in the development of financial and budgetary plans

- Study and analyse current WFH and Hybrid working model. Advice and implement plan for an optimal working model to suit organisation's strategic goals

- Implement data compliance policies by working closely with an outside Data Security advisor