VP/Head - Service Delivery Ops - F&A

VP- Operations (Head-Service Delivery)-India

Purpose of the job:

- To lead, manage and coordinate the service delivery from Thane and Gurgaon locations under the direction of the Global Head of Operations and in close cooperation with Industry Divisions, FPO corporate groups and their respective staff. Responsible for achieving standards reflected in revenue growth, customer service, production, contract growth, and development of staff. Key responsibilities would be to play an active role in growing existing client revenue, ensure operational excellence as well as supporting the Business Development function in new customer acquisition.

Essential functions and responsibilities: Additional roles and responsibilities may apply and this is not meant as a complete list.

1.Production/Operations –

- Manages location resources, processes and systems to ensure customer deliverables meet or exceed promised delivery schedules and Service Level Agreements

- Create and maintain seamless, efficient, standardized operational processes that allow elimination of redundancies, standardization of procedures and maximization of performance

- Develops quality assurance standards and control process to ensure standards are met or exceeded

- Develops review/audit strategy to ensure complex and/or high-risk customers receive detailed review beyond the norm

- Continuously assesses/evaluates the existing processes for improvement /enhancement

- Spearhead and manage P&L responsibility for multiple F&A processes and verticals, currently in different stages of maturity

- Manage the transition and operations team to ensure that all new processes/customers are transitioned seamlessly to the FPO environment

- Works closely with the IT team towards implementation of automation solutions as applicable for optimizing service delivery and standardization of processes

- Develops and implements quality norms/parameters along with the global (US) counterparts to improve service delivery to the expected quality levels

2.Customer Service –

- Develops industry’s customer service standards with respect to timeliness, content and style

- Communicates customer service standards to management team and staff, and conducts necessary training to ensure that it is fully understood at all levels of the organization

- Performs gap analysis to identify areas where our performance does not meet our standard, and establishes action plan by month to eliminate gaps.

- Establishes ongoing client communication plan to maximize customer service and to meet SLA’s

- Recommends product/service enhancements to add value to our offerings

- Monitors complaints to head off potential client issues and proactively alerts Account Management, Sales and Global Head of Operations

- Creates a comprehensive performance review framework and a system to track and identify follow-up actions

3.Financial Performance

- Develops budgets for location in coordination with Industry Directors, Corporate Functions and performs monthly projections

- Drive operational and personnel decisions ensuring budgeted contract operating margin and contribution is met or exceeded. Advises the Global Head of Operations, Business Finance, President when circumstances jeopardize achievement of the margin, develops alternative plans for corrective action

- Ensures that revenue enhancement strategies (charging for extra work, collecting postage and other reimburseables, etc.) are implemented

- Identifies process optimization and cost reduction opportunities in collaboration with the Process Excellence /Quality Team based on Industry Directors, Corporate Functions feedback, other relevant data sources

4.Winning Culture/Personnel

- Create and maintain appropriate organization structure and staffing levels. Responsible for retention of staff and minimizing attrition across the global team

- Plays an active part in driving productivity improvement initiatives through an effective outlier management process

- Works closely with HR for identification of key talent, working out talent retention and succession planning strategies and for their implementation

- Create and maintain a winning culture in their global division and ensures a positive employee experience. Supports the local Winning Culture Action Team and follows through with company initiatives to drive winning culture

- Drives awareness in global culture and encourages strong relationships throughout their global team.

- Ensures a global communication is in place and keeps all employees well informed within their division

- Talent/performance assimilation and management, including motivating management team and staff

5.Interact with FPO Corporate functions:

Sales–

- Support the sales executive in efforts to grow sales with existing customers along with growing the customer base. Maintaining operational capability to support new customers in an environment of rapid growth.

Finance-

- Works closely with the Finance Team to provide required periodic reporting, and ensure that costs are within budgets

Technology-

- Ensure technology is current and equipment and resources are adequately available to produce quality delivery and operational support

Human Resources–

- Ensure staff’s compliance with company policies

Quality-

- Help drives all Quality & reengineering Initiatives (including capacity utilization of location) with help of Global Quality team

- Third-party Contractors–negotiates with, selects and manages subcontractors and third-party providers, monitors performance, and takes corrective action as required

- Other duties and responsibilities:

1.Updates FPO Management , Corporate Functions on client issues

2.Assess/limit risk exposure to FPO

3.Plan for special projects as needed

4.Represents FPO to industry organizations in local forums

5.Other duties as requested

Reports to: Global Head of Operations

Supervisory responsibilities:

- Supervises the Leads of the Industry Verticals operating from the location/s and their respective teams.

- Fiscal responsibilities: see Essential Functions

Knowledge and Skills:

Required:

- Fifteen or more years management experience, ability to manage priorities and functions, strong human relations and communication skills, and industry expertise and relationships with minimum 5 years at a leadership role.

Preferred:

- Bachelors degree in business with accounting or finance focus, experience in specific F&A industry, experience with accounting software platforms with proven people management skill.

Desirable:

- Charter Accountant, MBA –Finance with at least 5 years F&A BPO operations experience at a lead role with applicable software experience.

- The individual must possess these skills and abilities, or explain and demonstrate that s/he can perform the essential functions, with or without reasonable accommodation, using some combination of skills and abilities.

Extent of Public Contact:

- Frequently serves as a representative of FPO to various organizations within the industry and broader community, displaying courtesy, tact, consideration, and discretion in all interactions.

- Continually serves as a representative of FPO to the clients, displaying courtesy, tact, consideration, and discretion in all interactions.

Working Conditions and Environment:

- Employee must be willing to work at location in a small-to mid-sized office setting, plus attend client conferences and meetings that may or may not be held during the workday. Travel to other FPO locations or client offices may be necessary, as well as attendance at company management meetings with other offices throughout the globe. Other travel may be required based on business needs and must be approved by the Global Head of Operations.

We would appreciate if you could kindly give us the following details along with your updated resume this will help us to process your resume:

Current CTC
Expected CTC
Current Location & keenness to relocate (if not from Mumbai/Thane) –
Notice Period -
Immediate Contact Details -

Candidates with from BPO, Financial Services or BFSI background will be preferred.

Contact -
Human Resources
Quatrro FPO Solutions
MBC Info Tech Park, Unit No. 1, Fifth Floor I Near Hyper City, Ghodbunder Road I Kasar Wadavli, Thane (West), 400 607. I Tel.No:+91-22- 41841200 I
Email us at: indiacareers@fposolutions.com I Visit us: www.quatrrofposolutions.com