Business Unit Head

Job Role: The Group Head is responsible for overseeing and managing multiple teams or departments, ensuring the smooth and efficient delivery of services to clients. This role focuses on optimizing process performance, driving client satisfaction, and ensuring that operations align with business objectives. The Group Head will lead efforts to meet key performance indicators (KPIs), manage relationships with key clients, and drive strategic initiatives to enhance overall operational efficiency.

Key Responsibilities:

1. Operational Leadership:

• Oversee daily operations across multiple teams or departments, ensuring compliance with service level agreements (SLAs) and key performance metrics.
• Develop and implement operational strategies that drive efficiency and meet client expectations.
• Coordinate with functional heads to streamline processes and implement best practices.

2. Client Management

• Serve as the primary point of contact for high-level client interactions and ensure that client requirements are consistently met.
• Manage client relationships, handling escalations, service improvements, and regular business reviews.
• Collaborate with clients to understand their evolving needs and tailor services accordingly.

3. Team Management & Development:

• Lead, mentor, and develop department managers and team leads, fostering a performance-driven culture.
• Ensure the team is well-trained and equipped to meet the business objectives and customer expectations.
• Conduct performance reviews, set objectives, and establish career development plans for team members.

4. Process Improvement:

• Identify opportunities for process optimization, cost reduction, and operational efficiency.
• Implement continuous improvement initiatives using methodologies like Six Sigma, Lean, or other operational excellence frameworks.
• Ensure process consistency across teams to improve quality and turnaround times.

5. Financial Management:

• Manage the operational budget for the group, ensuring financial performance aligns with business targets.
• Monitor and control operational costs, striving for profitability while maintaining quality service delivery.
• Generate financial and operational reports, providing insights into the group's performance.

6. Performance Monitoring & Reporting:

• Monitor key performance indicators (KPIs) across teams to ensure operational targets are being met.
• Provide regular reporting and analytics to senior management, offering insights into operational performance, client satisfaction, and areas for improvement.
• Lead corrective actions when KPIs are not met, and implement preventive measures to avoid future issues.

7. Compliance & Risk Management:

• Ensure adherence to company policies, industry standards, and regulatory requirements in all operations.
• Identify potential risks and put measures in place to mitigate them, including contingency planning.
• Ensure all operations are in compliance with data security and privacy regulations, particularly if dealing with sensitive client information.

8. Cross-functional Collaboration:

• Work closely with HR, IT, Finance, and other departments to ensure operational support for recruitment, technology needs, and financial planning.
• Collaborate with sales and business development teams to support client acquisition and retention strategies.

9. Technology & Automation:

Stay updated on the latest trends and innovations in the BPO sector, implementing relevant solutions to enhance service delivery.

Required Experience: 10+ years Required Educational background: Graduation and Postgraduation