Responsibilities:

Financial Management:

- Direct annual budgeting and planning process for the organization's annual budget

- Develop and manage annual budget

- Oversee monthly and quarterly assessments and forecasts of organization's financial performance against budget, financial and operational goals. Oversee short and long-term financial and managerial reporting.

- Develop long-range forecasts and maintain long-range financial plans

- Prepare annual audit and be a liaison with all outside vendor

- Manage Profit and Loss of the programs handled

- Organizational Effectiveness

- Manage functions

- Increase the effectiveness and efficiency of Support Services through improvements to each function (Recruitment, Training, Quality, Workforce, HR, IT, Finance) as well as coordination and communication between functions

- Implement and oversee the quality of deliverables and manage team relationships effectively to ensure exceptional performance

- Drive initiatives in the management team and organizationally that contribute to long-term operational excellence

- Process improvement reviews and evaluates existing processes and works with his/her team to create and implement improvements using Six-Sigma, DMAIC, LEAN etc. methodologies, and RPA/Automation; Business Transformation

- Participate in the development and presentation of proposals for business development

- Establish operations objectives and work plans, delegate assignments to subordinate Team Leads when necessary, and conduct regular meetings to improve productivity, product knowledge and customer satisfaction.

Organizational Leadership:

- Contribute to short and long-term organizational planning and strategy as a member of the management team

- Balance the needs of key stakeholders and ensure the teams they are involved with are aware of the combined end goals

- Manage and drive performance from the Operations Managers, Associate Managers, Team Leaders and Associates in meeting SLAs and KPIs

- Lead multiple programs and LOBs

- Will act as the site POC and oversee business continuity

Client Relationship:

- Lead and deliver complex client engagements that help identify, design and implement creative business solutions for the company

- Provide excellent customer service and determine the needs of the client

- Other tasks as assigned by the immediate reporting manager as needed by the business

Requirements:

- Candidate must possess at least a Bachelor's/College Degree, Post Graduate Diploma / Master's Degree, any field

- At least 2 year(s) of working experience in the related field is required for this position

- At least 2 years working in a Director level and has had P&L responsibility, and managed projects

- Preferably Directors specializing in Customer Service or equivalent

- Ability to handle 800+ FTEs under multiple line of businesses

- Managed teams in various geographic locations with a proven track record of meeting and exceeding financial targets

- Has worked at multiple client accounts to gain experience in working with and handling different types of clients; strong client facing abilities including the ability to handle scope issues

- Has the ability to work with senior management and work within the political structure of his/her own organization as well as the clients

- Is able to communicate effectively in writing, verbally, and through presentations

- Possess strong people skills - is able to work with other organizations such as third party vendors, sales, marketing, and legal, and understand their terminology; understand the requirements for the various staff positions

- Strong planning abilities (both strategic & tactical)

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