Vice President - Global Operations - BPO

- The role will provide day-to-day leadership, oversight and execution of the business plan to ensure alignment and support of Operations goals. She / He will also lead the business management and operations responsibility for all aspects of assigned products, functions and workflows to meet product, people and budget deliverables. (e.g. production, updating, maintenance, quality and delivery); as well as oversee the efficiency, resource allocation and effectiveness of the Content Centers by directing the actions and activities that enable the sites to meet the needs of the business.

Major Responsibilities / Accountabilities :

Strategy :

- Create and execute the vision and direction

- Contribute towards Ops centres priorities being part of the Ops centres leadership team

- Support the Global Head of Operations in developing, executing long-term strategies and solutions.

Oversees and provides strategic direction and leadership for the team including :

- Business management and organizational responsibility .

- Management of overall quality and timeliness to meet business plans and customer requirements.

- Direct actions that enable the teams to work successfully across global boundaries, represents operations in the site management team and ensure alignment with site priorities.

- Handle complex and sensitive information with broad audiences. Serve as the primary representative for the team.

Operations Management :

- Build - One team- ethos across teams.

- Ensure business continuity, proactive capacity management across both the sites to manage seasonal peaks and troughs

- Develop a self-sustaining training function within the Ops centres.

- Own governance across teams in the operational centres. Ensure that appropriate end of the day checks are done consistently and regularly. Ensure that the team meets SLA across all parameters namely, Timeliness, quality and productivity consistently.

- Ensure Proactive escalation and incident management within the team

- - Own crisis management and recovery where appropriate

- Establish, maintain and, when necessary, activate the Business Continuity Plan and/or Crisis Management Plan to ensure mitigation of impact or continuity of operations during adverse situations

Change Management :

- Drive operational excellence and customer experience; oversee the planning and execution of the team's ongoing strategic initiatives related to content, products, systems and people; Recommend actions on major business issues and resource allocation decisions within the teams Centers.

- Organize workflows to enable delivery and ensure consistency across both sites in delivery, training, on boarding, people practices, operational controls, risk management, change management and metrics

- Drive a continuous process improvement and innovation culture across the teams.

People Development :

- Responsible for managing talent to best meet the current and future needs of the business - lead the team effectively focusing on developing core leadership skills in direct reports, key employees, high potentials and emerging leaders.

- Have a clear succession plan - for all levels within the teams

- Ensure that career path, training plans and cross training plans are in place across the teams

- Develop a core group of SMEs who can help disseminate best practices - not just within the ops centres but within the business too.

- Create a work environment/culture that facilitates teamwork, ensures open and honest communication, recognizes and rewards high performance, and provides development/learning opportunities.

- Manage regular and multi-channel communication within the teams across Locations.

- Facilitate a learning culture, set priorities to develop talent, ensure successful knowledge transfer and build current and future workforce readiness.

- Work with Operations leaders across groups to institutionalize production, quality and process metrics to drive optimal business results

- Build relationships and collaborates with key internal partners - Human Resources, Finance, Facilities, Procurement and others- to proactively address issues and priorities. Will be the leadership point of escalation for all people related issues in the site

Finance

- Manage budget, control costs and maintain optimal efficiency.

Required Skills:

Experience in leading and inspiring a large global, multi-location and multi-cultural organization

- Strong leadership and Operations management skills

- Experience in managing large - cross cultural- and remote teams effectively

- Excellent interpersonal and communication skills to grasp and articulate technical and conceptual ideas

- High level of comfort escalating and presenting key issues and requests to senior management when appropriate

- Ability to build relationships across the business to further Operations- goals and effectiveness

- Demonstrated ability to deal with ambiguity and manage uncertainty

- Ability to balance competing priorities and manage several time-sensitive projects/tasks with minimal direction

- Ability to work effectively across cultures and experience managing diverse, professional teams with proven coaching and problem solving skills

- Proven track record of driving transformation within operations groups

- Advanced stakeholder management and proven ability to partner in a highly matrixed organisation

- Budget/P&L management skills for a large organization

- Highly collaborative and enjoys working and delivering results through teams

Scope & Impact

- Has financial responsibility for overall strategic planning, budget, capital/resource allocations, and cost control for business unit, site or function.

- Assists the leadership team in the overall financial and resource planning.

- Balances and prioritizes work and resources across business units, sites, and functions to meet the needs of complex professional markets.

- Accountable for operational and financial performance of the business unit, site or function.

- Partners with other leaders in the organization for new product development concepts.

- Builds and manages a team of leaders to effectively manage the department/business unit.