VP - Operations - BPO

Vice President - Operations

Job Description:

- Vice President Operations responsible for setting the vision, overall direction, coordination, and evaluation of the team.

- Active participation in Business Development

- Understands and demonstrates core Organizational values

- Responsible for the overall P&L of all accounts directly

- Mentor others in developing Leadership behaviors.

- Develops high performing teams, identifies individual strengths of team members and actively fosters career advancement.

- Actively seek to understand core business values and initiatives, and translates those into everyday CS practices.

- Work with Business Heads to chalk out strategy to achieve overall program goals.

- Combines a deep cross-functional business understanding with a long-term industry wide strategic context for all decision making.

- Understands how to position the organization for success.

- Effectively applies best practices to all strategic decisions.

- Solves complex issues by proactively identifying and eliminating root cause barriers to accuracy, productivity, and quality. Maximizes resources for the greater good of the organization.

- Develops and achieves performance goals and objectives in order to deliver an exceptional customer experience.

- Managing account to ensure proper adherence of Service Level Agreements and provide leadership, coaching & direction to the team.

- Working in coordination with the Support Departments like HR, Recruitment team Transport & Finance to resolve the employee inquiries and issues.

- Providing direction and guidance to assure adequate training and development of personnel to ensure optimal performance of individuals.

- Devising & implementing process/business improvement measures.