DVP - Operations

Job Description

Key Responsibilities The incumbent in this role will be responsible for managing PL responsibility and accountability for SC+ business The candidate will be responsible for leading Voice and non-voice Operations Functions (Collections Domain) Managing Client and Client Servicing, Responsible for SLA management, Governance and Reporting. The individual will be responsible for alignment of Strategic Organizational goals to functional and individual goals as he / she leads the operations group with over 1000+ employees Driving various developmental initiatives for Retention and Succession planning across levels Drive significant process re-engineering efforts that enable tangible benefits for the client and stakeholders globally. A seasoned operations professional, who has demonstrated capability providing strategic and tactical direction to a variety of operational support units. Provide Strategic and Tactical direction to the Operations team with PL responsibility. Ensure timely achievement of SLAs across business units with no revenue shrinkage and drive on time results for stakeholders and customers that is defect free and in an operationally efficient manner. Manage productivity and drive adequate staffing levels to ensure effective cost management Maintenance of project margins To ensure effective development and management of operations plan. Continued implementation of systems operations. Customer satisfaction with service delivery both external and internal - Voice of Customer Leadership, guidance and development for current senior operational leaders Effective coordination of activities to service customer segments globally. Continued management of operations through effective use of metrics representing performance on a daily/weekly/monthly/quarterly basis Effectively collaborate with leaders/peers across Implementations, Client Relations, Sales, Compliance, IT to ensure that resources are utilized optimally. Provide strategic planning and execution to enhance cost control, profitability, productivity and efficiency throughout the companys operation function. Sustaining a culture that focuses on continuous improvement through effective methods. Build, develop and manage operations leadership team. Regular Interaction with Leadership team and individual department AVP to ensure that companys operational priorities are aligned with total company mission, vision and values. Be part of customer calls and customer meetings to promote organisations operational excellence. Manage organization through transformation, new system roll-outs, new product roll-outs ensuring no disruption to service delivery Requirements Required Skills Experience PG / MBA in Management preferable Min 18 + yrs 15 years in BPO environment in domestic set up Last 4+yrs as a PL lead (Min) Experience in general operations, preferred from call centre / collections background Would be reporting to Head of Domestic Business