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17/11 Kavita
Director at Right Recruit Services

Views:911 Applications:25 Rec. Actions:Recruiter Actions:0

Senior Manager/Deputy General Manager - WFM Automation - BPO (12-17 yrs)

Mumbai Job Code: 512735

Title - Senior Manager / DGM - WFM Automation

Position Summary

This position reports to the Director - IT, and is responsible for establishing the companys technical vision and leading all aspects of the companys WFM development & its automation. This position is the company's top WFM technology executive, playing an integral role in the company- s strategic direction, development and future growth.

Job Description

This position serves as the company's Chief WFM Officer and has overall responsibility for the long-Term direction of Workforce Management planning and development.

He/she establishes, communicates and maintains corporate WFM architecture and ensures that the architecture can support the growing and changing needs of the business. He / She will also have sound knowledge in Digital / Online technologies with operational responsibilities for the Technical Services line of business overseeing multiple domains

Responsibilities :

Strategy & Planning :

- In partnership with the business leadership, identify opportunities and risk for delivering the company- s services, including identification of competitive services, opportunities for innovations, assessment of market place obstacles and technical hurdles to the business success.

- Identify the WFM trends and evolving opportunities for delivering the organizations growth

- Lead strategic planning to achieve business goals by identifying and prioritizing development initiatives, and setting timetables for the evaluations, developing innovative solutioning, and deployment of services.

- Participate as a member of the senior management team in establishing governance processes of

Direction and control to ensure that objectives are achieved, risks are managed appropriately and the organization's resources are used optimally.

- Collaborate with the appropriate business lines to assess and recommend tools & technologies that support company organizational objectives and needs.

Operational Management :

- Maintain up to date knowledge of WFM standards, industry trends, emerging technologies, and tools development best practices by attending relevant conferences and networking with major industry bodies.

- Define and communicate company values and standards for acquiring or developing systems, equipment, or software within the company.

- Ensure that established standards and best practices are maintained across the organization.

- Share knowledge, mentor, and educate the organization's leaders, management, staff, partners, clients, and stakeholders with regard to the company's WFM vision, opportunities, and challenges.

- Develop, track, and control the development and deployment annual operating and capital budgets for purchasing tools, staffing, and operations.

- Supervise recruitment, training, retention, and organization of all WFM staff in accordance with the company hiring process, personnel policies, and budget requirements.

- Establish standards of performance and monitor conformance for staff (through performance review) and vendors (through service level agreements).

- Ensure the company's internal WFM processes and customer facing services comply with community expectations and applicable laws and regulations for privacy, security, and social responsibility.

- Promote achievement of the company's business goals within a context of community collaboration by developing policies for tools development technological innovation, business processes, and other intellectual property.

- Responsible for new Offerings in line with the industry trends, execution of the technology service line of business, client satisfaction.

Position Requirements :

Formal Education & Certifications :

- University degree in the field of Engineering / Technology science, business administration, or another rigorous discipline. An advanced degree in one these fields is a plus.

Knowledge & Experience

- Demonstrated ability to envision engineering and design services that meet client needs or solve business problems

- 12-17 years of management experience in similar field of expertise

- Project and ideation experience in multiple WFM practices, technologies and domains

- Practical experience with designing, deployment, optimization and operations of WFM design services

- In-depth knowledge of project planning methodologies and best practices

- Program and Project Management experience

- Exposure to business process development, governance processes, management budgeting, client management, and administrative operations.

Personal Attributes :

- Proven leadership ability

- Ability to set and manage priorities judiciously

- Ability to articulate ideas to both technical and non-technical audiences

- Exceptionally self-motivated and directed, with keen attention to detail

- Superior analytical, evaluative and problem solving abilities, with exceptional service orientations

- Ability to motivate in a team oriented, collaborative environment.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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