Sr Manager/AVP - Operations

Sr. Operations Manager / AVP Operations

Job Description

- Apply vertical-level transition practices to migrate processes offshore. This would cover process scoping and workflow design, skill-set identification and hiring, planning and execution of knowledge transfer, metric and SLA identification and base lining, FTE calculations and validation, and risk assessment and mitigation.

- Interface with the internal transitions and revenue operations CoCs and onshore Client engagement organization for end-to-end SoW lifecycle management

- Work closely with the onshore client engagement team and assess the current position with each key account and devise strategic account plans to further penetrate each account and maximize revenue, margin and customer retention. This will include fully mapping out global client organizations, defining the message that needs to be conveyed to each buyer within the account, and proactively pitching each buyer to ensure that eClerx is supplying all areas of the business rather than just specific pockets.

- For on-going engagements, liaise with internal CoCs (such as the internal quality team and central metrics team) and proactively recommend and manage measures to enhance operational efficiency, customer satisfaction, and service delivery excellence

- Own and facilitate the execution of engagement-wide risk management practices that identify, measure, monitor, and control the risks associated with the
execution and management of the outsourced processes. Organize appropriate risk reporting, internally and externally.

- Work with the human resources function to leverage the organization’s structured, transparent and innovative people management practices to attract, develop, and retain best-of-breed talent – to meet current and future human capital requirements

- Optimally leverage shared infrastructure resource capabilities (software, network, et cetera) to streamline service delivery

- Develop and maintain close relationships with Agilyst onshore Client engagement teams to ensure aligned mission, goals and delivery

Skills

ESSENTIAL SKILLS | BACKGROUND

- 10+ years in services portfolio management roles

- Prior experience in Client industries highly preferred

- Strategic | consultative | partnership approach to Client engagement relationships – our Clients’ success is our success

- Knowledge of or prior experience with offshoring processes and methodologies highly preferred

- Excellent interpersonal skills – ability to network and earn confidence of diverse Client personnel across range of functions – senior management | analytics | creative | sales | finance | procurement – plus interaction with and management of Agilyst’s onshore Client engagement team

- Excellent presentation | communication skills – written and verbal – comfort presenting at senior levels – implicit capabilities in MS Word & PowerPoint

- Excellent relationship skills including the ability to create and build relationships. Demonstrated track record of success, established relationships and expanded Client portfolios

- Organized, detail oriented, flexible, self starter & highly motivated

- Excellent multi-tasker and creative problem solver

- Prior experience managing multi location, multi-million USD accounts expected

Company Description

Every cable and broadband provider routinely faces the operational, financial and timing pressures that today’s competitive marketplace dictates. Given the unavoidable constraints of budgeted resources, companies are obliged to manage new business challenges with severe constraints, forcing them to live with the negative impact of these new requirements or merely treat the symptoms, rather than addressing the core issues. This limits their effectiveness with customers and their ability to grow. There is a better way — a solution that provides significant improvement in the customer experience, while optimizing operating cash flow, and effectively combating competitive pressure.

Agilyst is a reputed service provider with domain expertise in the broadband industry. Services include treating not only the symptoms of operational issues, but also offering solutions that address their root cause, thus ensuring improvement in long-term operational metrics. Agilyst’s unique business model, focused extensively on the broadband industry, combines industry know how with proprietary technology and workflows to give clients a direct situational awareness at a transactional level so they can more effectively manage their business.

Agilyst is a part of eClerx Services Ltd, one of the first Knowledge Process Outsourcing firms listed in India (Bombay Stock Exchange: ECLERX), provides diverse and complex data analytics and customized process solutions to global enterprise Clients from our multiple India-based delivery centers. eClerx drives our Clients’ success through a cost effective combination of operations teams with deep industry and analytics domain, robust processes and knowledge management and proprietary in-house technology platforms and tools, leading to process improvements, enhanced reporting and metrics and liberation and leveraging of our Clients’ in-house talent for more value add activities.

Our Sales & Marketing Support (SMS) division provides full service strategic analytics and operations services to our Fortune 500 Clients globally, driving competitive success and operational efficiency through collaborative partnerships and robust technology solutions. Our diverse Client portfolio includes leaders in high tech & industrial manufacturing, online & bricks and mortar retail, interactive media & entertainment, travel & leisure, software vendors, capital markets & financial services.

Please send your application to mamta.s.sharma@eclerx.com