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12/09 Ipsita Tiwari
Consultant at ABC Consultants

Views:318 Applications:73 Rec. Actions:Recruiter Actions:10

Vice President - Trust & Safety Operations - BPO (15-25 yrs)

Punjab Job Code: 1153307

VP for Trust and Safety Operations with Global BPO in Mohali

Location: Mohali (Punjab)

Reports to: Global T&S President

Responsible for: Global Ops owner for T&S Client

Work experience:

- Minimum of 15-20 years of BPO global operations or call center experience.

- Associate degree or equivalent combination of education and relevant work experience

- Exceptional interpersonal & communication skills

- Superior knowledge of call center tools, frameworks (COPC, lean six sigma) and technology used to manage KPIs and SLAs.

- Strong understanding of the contact center environment and the key levers to enhance performance and achieve client and financial targets

- The ability to thrive in a fast-paced, ever-changing, and high-pressure environment.


- You will be responsible for overseeing Delivery Centre Operations Globally for Key client

- The VP for Ops position will provide the leadership, management, and vision necessary to ensure that the company has the proper operational controls, administrative and reporting procedures, and people systems to effectively grow the organization and ensure financial strength and operating efficiency.

- The position accomplishes this through a respectful, constructive, and energetic style, guided by the company's objectives.

- Strategic Multi-Service global operations framework development.

- Build multi-year offering roadmap, being responsible for defining key steps to set a global evolving set of standards.

- Shape each delivery center offering to align to a global framework, working closely with the respective site operations directors who will report to you.

- Organisational Development and support service activities (compliance, facilities readiness, client specific requests), in collaboration with Account Leadership.

- Support solution design for the supported industry verticals, including bid and pre-sales activities.

- Deal with CXO level and their second line to sell our value proposition

- Building and managing budgets ; setting a standard for financial control and management.

Essential Duties:

- Oversight and control of operations end to end

- Analyse current strategies and workflows for incremental improvement.

- Develop KPIs and implement methods to measure and meet companies' goals

- Collaborating with other staff to set and meet business objectives

- Translate strategy into actionable goals for performance and growth, helping to implement organization-wide goal setting, performance management, and annual operating planning

- Collaborate with the Account CEO and VP T&S to set and drive the corporate vision and operational strategy for this global key client.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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