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Assistant Manager

Education: Engineering Graduates (preferably with MBA) can apply for the role.  Job Objectives:   (A) Under the leadership of the Head of Delivery drive the integration of the current SME-led operations processes and infrastructure with a full-fledged business operation through designing and profoundly executing a business operations strategy for the vertical.   (B) Consistently augment the current delivery model and process infrastructure without dilution of the subject matter expertise, in delivery into a more robust and rapidly scalable unit.   (C) Attract, retain and augment the talent pool with people metrics and tools.  Being a high visibility, functional leadership role, the candidate is expected to demonstrate agility to transpose - business operations fundamentals- into a deep-domain business, measure the success and quantify it to prove bottom-line impact on P&L through higher efficiency and reduced redundancy.  Job Responsibilities:  - Business Operations Management: To co-own the P&L responsibility of the production & delivery units and be responsible for operational excellence in partnership with the Head of Delivery - Portfolio Development who leads the domain and subject-matter expertise   - Responsible for increasing the impact on profitability through well-defined new business ops processes, elevating the current capability and integrating it well with the unit structure.  - Ensure a robust bottom-line by anchoring strategic and tactical initiatives in line with business plans  - Unlock efficiency profitability through process excellence measures.  - Re-engineer operational governance mechanism for tracking excellence in the Unit.  - Drive continuous improvements to departmental processes to increase productivity, enhance the customer experience and reduce costs and risks through operational and technological enhancement projects  - Lead discussions with domain managers and develop new processes to improve workflow and program performance  - Management of client contract/ SLA/ commercial terms /price reviews for existing contracts  - Management and preparation of business analytics, MIS & other operational excellence reports for providing leadership insights  - Delivery of margin (EBITDA) goals as per annual operating plan  - Assist the Head of Delivery in company's transformation programs led by the ELT group; Projects: Emerge (operational excellence program co-wide + LEAP (technology program for the unit)  Customer Relationship (Internal & External):  - Managing internal clients and stakeholders expectations by directing the development of service level reporting and scorecards  - Participating in client visits, interfacing clients for process and quality audits, leading transitions and migrations with the BPM team and stabilizing newly acquired processes, along with IP domain managers.  - Manage on-boarding process for customers; facilitate service agreement execution, operational readiness, and customer training  Quality Measures:  - Ensure that processes needed for the Quality Management System (QMS) are established, implemented and maintained  - Be the face Lean initiatives and drive those within the business vertical  - Conduct quality benchmark audit, consulting and re-defining, if required to mitigate all possible risk points, to elevate transactional quality standards  - Develop, track and monitor key Customer Service metrics to manage the operations effectively  - Monitor customer escalations, issue trends and workload forecasting  - Liaise with the external assessment body on all matters related to the external accreditation process.  - To lead the end-to-end migrations and transition of new processes across geographic locations with the business operations team and thereafter leading the CRM  - Responsible for and supporting teams in program conceptualization, execution planning, overseeing the implementation program, facilitating change management and ensuring lasting changes for a sustained cost advantage.  Critical Requirement:  - About 14-16 years of industry experience in in handling operations role in a mid to large size unit in the global services space  - Should have managed cost centres and led technology enabled initiatives resulting in substantial efficiency gains  - Should have led a unit of atleast 150 employees and demonstrated people leadership skills  - Must have led a large team in a domain-intensive industry (such as science, technology, law, finance related knowledge delivery)  - Candidates from a voice or core data backend operations will not fit in the role  - Strong technology focus / understanding & implementation skills to enable technology as a key business enabler.   - This is not a BD driven role.   Other Skills:  - Bachelor's degree in engineering is a must  - Well-versed with quality management processes, must have awareness to Management Metrics, ISO / CMMi processes. A certified candidate on these quality standard will be preferred.   - Must be a people's leader  - Ability to manage change advocacy  - A good communicator, to be able to address people in forums & town-halls  - Cross cultural capabilities  - Keen business orientation and a strong value system.

Delhi NCR

Vice President - Operations - KPO 

Job Description for Vice President - Operations - KPO  in TALENT TOPPERS LLP in  Delhi NCR for (14-16) years of experience. Apply Now!

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