Head - Solutioning & Transformation - BPS Industry

Solutioning & Transformation Head - BPS

Title: Solutioning & Transformation Head

Location: Chennai / Bangalore / Hyderabad

Overview:

Our client is a leading BPO actively seeking an accomplished professional to assume the role of Solutioning, Transformation, and Delivery Head for our Business Process Outsourcing division, specializing in the Contact Center, Healthcare, Banking or Insurance vertical. The successful candidate will be instrumental in crafting innovative solutions, driving transformative initiatives, and ensuring impeccable service delivery tailored to the unique requirements of the chosen vertical.

Responsibilities:

Vertical-Specific Solutioning:

- Lead the creation of tailored and industry-specific solutions for the Contact Center, Healthcare, Banking or Insurance vertical.

- Collaborate with cross-functional teams to develop comprehensive BPO offerings that address the specific challenges and demands of the chosen industry.

Transformation Initiatives:

- Spearhead transformative projects within the chosen vertical to enhance operational efficiency, regulatory compliance and customer satisfaction.

- Work closely with stakeholders to identify and implement industry-specific process improvements and innovations.

Delivery Excellence:

- Oversee end-to-end service delivery within the Contact Center, Healthcare, Banking, or Insurance vertical, ensuring adherence to industry standards and regulatory requirements.

- Collaborate with operational teams to monitor vertical-specific key performance indicators and implement corrective measures as necessary.

Industry Compliance:

- Stay abreast of evolving industry regulations, compliance standards, and best practices to ensure BPO services align with the vertical's specific requirements.

- Implement and maintain processes that guarantee adherence to industry-specific compliance and security standards.

Client Engagement:

- Build strong relationships with clients in the chosen vertical, understanding their unique needs and challenges.

- Collaborate with the sales and account management teams to identify opportunities for upselling and cross-selling within the vertical.

Team Leadership:

- Provide effective leadership to a diverse team, fostering a collaborative and results-driven work environment.

- Develop and mentor team members, encouraging continuous learning and skill enhancement in the context of the chosen vertical.

Qualifications:

- Bachelor's degree in business, management or a related field (MBA preferred).

- Proven experience in solutioning, business process transformation, and delivery management within the BPO industry, with a focus on Contact Center, Healthcare, Banking, or Insurance.

- In-depth knowledge of the regulatory landscape and specific challenges within the chosen vertical.

- Excellent communication, presentation, and interpersonal skills.

- Demonstrated ability to lead teams and drive excellence in service delivery within a vertical-specific context.