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Garima Dhingra, SAP HR Functional Consultant

Pooja Gupta, IT Operations Sr. Analyst

Neha S. Athanikar, Manager - Accenture Strategy

Vibhuti Thakkar, Manager - Accenture Strategy

Director / Sr. Director – Operations (Chennai)  The Individual will be responsible for the management of all the LOBs assigned to him. Primary responsibilities include meeting client contractual terms, delivering revenue and profitability performance according to the SGS 2013-14 operating plan for the programs while retaining an engaged and productive workforce. Meeting these objectives will enable the company to meet growth targets through the retention and growth of the existing client base while providing the required profits.   Achieve Targeted Revenue & SD Margin targets as budgeted   - To ensure right staffing levels as per LE and engagement of right quality of people to meet the targeted service levels   - To continuously ensure provision of essential infrastructure, technology, training to associates.   - To ensure optimum utilization of seats and to optimize all direct costs including manpower, connectivity etc, and keep them under control as per budget   Adherence to SOW targets of the programs and continually improve performance.   - To achieve all quality metrics as determined by the SOW   - To achieve all efficiency metrics of the Program as defined by SOW   Development of Supervisory Staff, Associates and Performance Management   - To ensure that 75% of TLs and GLs undergo the First Line Supervisory Developmental Programs rolled out by the Training Department   - To ensure ongoing training and knowledge support to front line staff to continually improve performance of the program   - To ensure BQ management of the teams every quarter consistently   Development of Team and Performance Management   - To improve the % of actively engaged employees by 15%.   - To reduce annual employee attrition by 40% by year end   Required Skill sets:   - Job Location- Chennai   - Experience: - 10 -16 years   - Industry:- Only BPO   - Education:- Any Graduate / Postgraduate.   - Should have expertise in managing Tech support process in a BPO (International clients only).   - Should have handled team of large FTEs.   - Operation management – must have understanding of: (Manpower calculation; Work Force Management; SLA Management)   - Should have handled P&L responsibility   - Financial management – must have understanding of: (Revenue; Contribution; Factors that impact contribution)   - Quality Management – must have had experience in managing: (CSAT; NPS or any key customer related metrics; Training process; Performance improvement process for consultants)   - Superior Client Engagement Skills.   - People & Customer Centric management approach.   - Performance Management.   - Liaise with internal customer/stakeholders.   - Project Experience/Deliver value add for clients/customers.  Vishal Benere 022- 40427914

Chennai

Sutherland Global - Ops Director/Sr Director  

Job Description for Sutherland Global - Ops Director/Sr Director   in Accenture Solutions Pvt Ltd in  Chennai for (10-16) years of experience. Apply Now!

Sutherland Global - Ops Director/Sr Director   | iimjobs.com