Vice President - Operations - Technology/Information & Internet Industry

Description:

Key Responsibilities:

- Operational Strategy & Execution: Understand & drive operational planning, budgeting and execution processes across all business units to support growth and scalability.

- Process Optimization: Build and refine systems, processes, and reporting frameworks to enhance efficiency and performance.

- Contact Centre (CC) operations: Oversee and support in optimising Contact Centre operations, ensuring high conversion rates, service quality, and compliance with regulatory standards.

- Innovation & Service Delivery: Implement initiatives to improve service delivery and product development for exceptional client outcomes.

- Financial Oversight: Manage budgets, resource planning, and operational performance metrics to achieve financial targets.

- Governance & Compliance: Ensure robust compliance and risk management practices across all operational functions.

- Stakeholder Management: Negotiate and manage contracts with retailers, commercials with partners, contractors, and consultants to maximise commercial value and mitigate risk.

- Team Leadership: Mentor and lead high-performing teams, fostering accountability, collaboration, and continuous improvement, Collaborate with other cross-functional teams (Legal, Finance, HR, Product, Technology, Compliance etc.).

- Training & Development: Design and implement training programs for the operations team to build skills and capabilities.

- Coaching: Manage and coach members in operations team to ensure delivery of agreed results.

- People & Culture: Handle day-to-day people and culture issues within the operations teams, maintaining high morale and energy.

- Performance Management: Ensure target setting, performance management, and annual performance reviews of the operations team members, as per company policies and programs.

- Reporting and Analytics: Data analysis, reporting of key Metrics, setting templates, analysing trends, monitor performance metrics and reporting to the management while participating in various reviews, strategy meets, workshops etc.

Core Competencies:

- Commercial Acumen: Strong understanding of operational budgets, cost control, and risk management with ability to drive efficiency and profitability.

- Operational excellence: Proven ability to lead large-scale operations and contact centres, ensuring high service delivery standards and continuous improvement.

- Governance & Compliance: Solid grasp of regulatory requirements and operational risk management; ability to implement compliance frameworks effectively.

- People management: Skilled in coaching and developing General Managers and Senior Managers, fostering a high-performance culture and leadership pipeline.

- Execution impact: Hands-on approach with agility and resilience to deliver results in a fast-paced, high-growth environment.

- Microsoft 365/System knowledge: Hands-on experience with Microsoft 365 applications & environment (Excel, Word, PowerPoint, Teams, SharePoint etc.), with the ability to leverage these tools for reporting, collaboration, workflow automation, and data-driven decision-making.

- Negotiation & Stakeholder Management: Ability to manage retailers and partners relationships, ensuring commercial value and operational alignment, focus on delivery.

Success Measures:

- Consistent achievement of operational KPIs and service level targets across Operations.

- Improved efficiency and productivity through streamlined processes and automation initiatives.

- High morale and engagement within the operations team, reflected in employee feedback and retention.

- Effective training and development programs, resulting in measurable skill enhancement and leadership readiness of the Operations team.

- Robust performance management practices, including timely target setting and annual reviews aligned with company policies.

- Compliance with regulatory standards and zero critical breaches in operational audits.

- Successful coaching and development of General Managers and Senior Managers to strengthen leadership pipeline.

- Maintaining and exemplifying the highest standards of professional ethics, consistently upholding the companys core values, aligning with managements visi