Job Title : Assistant Vice President (AVP) Operations Location : Mumbai Department : Operations Reports To : VP Operations Work Hours : 9hours/ Day, 5.5 days/ Week, 1 month with each alternate week with 2 Week Offs Employment Type : Full-time Job Summary We are seeking an experienced and results-driven AVP Operations to lead and manage outbound call center operations. The ideal candidate will have a strong background in BPO/ KPO environment, specifically in outbound sales, collections, or customer engagement campaigns. This role requires strategic oversight, people management, client interaction, and performance-driven leadership. Key Responsibilities Lead and manage large-scale outbound operations (sales, lead generation, collections, or retention).Head the Centre/ Site. P&L Management is a key area of expertise Collaborate with all internal departments to ensure smooth site operations Drive operational excellence by meeting/exceeding KPIs such as conversion rates, contact rates, AHT, - and quality metrics. Collaborate closely with clients to understand requirements, manage SLAs, and provide timely business updates. Develop and implement performance improvement plans and drive employee engagement. Oversee workforce management including capacity planning, rostering, and shrinkage control. Manage, mentor, and groom operations managers, team leaders, and front-line agents. Ensure compliance with internal policies, regulatory norms, and client-specific requirements. Prepare and present regular reports on operational health, productivity, and performance trends. Collaborate with support functions like HR, Quality, Training, Technology & Admin team for smooth operations. Key Requirements Minimum 12 years of BPO experience, with 12+ years in outbound operations and at least 10 years in a senior leadership role (AVP / DGM level). Proven expertise in handling large sites (2000+ FTEs) across multiple campaigns. Experience of managing BFSI/ Insurance campaigns is preferred Strong understanding of outbound dialers (Predictive, Preview, Progressive), CRM systems, and performance tracking tools. Strong people management and on time manpower delivery with attrition control Excellent communication, stakeholder management, and leadership skills. Data-driven mindset with the ability to analyze performance reports and drive decisions. Bachelors degree required; MBA or relevant post-graduate qualification preferred. Preferred Skills Prior experience in international BPO setups or multi-geo campaign management. Strong exposure to compliance framework Familiarity with automation tools, RPA, or AI-driven outbound tech (ref:iimjobs.com) Show more Show less
Company Description ICCS is a leading provider of digital business services in India. We focus on creating partnerships that go beyond usual business practices, resonating with individual client needs. Our approach fosters a highly responsive structure, functioning as an extended arm to help achieve business goals. Rather than being just a service provider, we believe in a partnership approach. Role Description This is a full-time on-site role for a Hindi Voice at ICCS, located in Chennai. The day-to-day tasks include handling inbound and outbound calls, addressing customer inquiries, providing product and service information, and resolving issues. The role also involves maintaining accurate call records and ensuring a high level of customer service. Qualifications Proficiency in Hindi and English communication skills Experience in customer service and call handling Problem-solving and conflict resolution skills Basic computer skills and familiarity with CRM software Ability to work effectively in a team environment High school diploma or equivalent; higher education preferred Show more Show less
As a Team Lead/Assistant Manager at our Gurugram location, you will be responsible for leading a team and ensuring the smooth functioning of operations related to International Flights. Your key responsibilities will include: - Demonstrating excellent communication skills to effectively interact with team members, clients, and other stakeholders. - Utilizing your extensive experience in Amadeus GDS to streamline and optimize flight booking processes. - Proficiently using Excel and MS Office tools to analyze data, generate reports, and enhance operational efficiency. - Leveraging your 5-6 years of experience in the International Flights domain to provide guidance and support to your team members. If you are a dynamic professional with a proven track record in the travel industry and possess the requisite skills and experience, we invite you to join our team and contribute to our continued success.,
Work Location: Mumbai Reports To: COO / National Head Operations Function: Operations & Service Delivery Leadership Role Overview We are seeking a seasoned Operations Delivery Leader to head delivery across the South and West regions. This role is responsible for managing multi-city BPO delivery centers, ensuring client SLA compliance, process excellence, P&L management, and transformation initiatives. The ideal candidate should have a proven track record in BFSI/Telecom/Fintech BPO delivery, managing large teams (10002000+ FTEs), and driving operational transformation with a strong focus on automation, digital adoption, and compliance. Key Leadership & Delivery Excellence Lead end-to-end delivery for South & West regions across multiple client processes (voice, non-voice, collections, KYC, digital operations). Ensure 100% SLA/KPI adherence on client metrics (AHT, CSAT, FTR, TAT, Quality, Attrition, etc.). Own regional P&L accountability, including revenue growth, margins, and cost optimization. Client & Stakeholder Management Build and manage CXO/Client leadership relationships; act as the regional point of escalation. Partner with clients in BFSI, Telecom, E-commerce, and Fintech to identify new opportunities, drive business expansion, and increase wallet share. Collaborate with internal teams (HR, WFM, Compliance, and Technology) for seamless delivery. Transformation & Digital Enablement Drive automation, AI/ML, and RPA adoption in service delivery. Implement process improvement frameworks (Lean, Six Sigma, and COPC). Partner with technology teams to introduce AI-driven workforce management, predictive analytics, and chatbots to improve efficiency. People Leadership Lead and mentor a workforce of 10002000+ employees across multiple centers in Bangalore, Hyderabad, Chennai, Mysore, Mumbai, Pune, Ahmedabad, etc. Build succession pipelines for AM/TL/Manager-level leadership. Drive employee engagement and reduce attrition through strong people practices. Compliance & Governance Ensure strict adherence to RBI/IRDAI, ISO, PCI-DSS, GDPR, and client-specific compliance requirements. Maintain audit readiness across processes and centers. Candidate Profile Must-Have Experience 15+ years of experience in BPO/BPM operations, with at least 8+ years in a regional/national delivery leadership role. Proven success in managing large multi-site operations (10002000+ FTEs). Exposure to BFSI/Banking clients is mandatory (preferably Collections, Customer Service, KYC/AML, and Back Office Ops). Strong track record of P&L ownership and transformation Graduate in any discipline (MBA preferred). Certifications in Lean Six Sigma / COPC / PMP desirable. Preferred Skills Deep knowledge of BPO delivery frameworks and BFSI process compliance. Strong understanding of digital transformation levers (RPA, WFM AI tools, chatbots, and speech/text analytics). Excellent stakeholder management, negotiation, and conflict resolution skills. Ability to manage multi-site operations across geographies with cultural sensitivity. Key Success Metrics SLA Adherence across all client processes. Regional P&L and EBITDA growth. Attrition %, ESAT/Engagement Scores. Successful deployment of automation/digital initiatives. Client NPS and account growth. (ref:iimjobs.com)
AVP- IT Infra & Information Security Auditing ll BPO Industry ll Noida Position : AVP/General Manager IT Infra & Information Security Auditing Location : Noida Experience : 14+ Years, BPO IT Infra and Internal/External Audit Compliance Management. Skills Job Description Operational IT Infra : Infrastructure, LAN, WAN, Data center, NOC, Network, End User, CCNA, Server's OS, CTI Application's and IT Procurement. Responsible for all aspects of Corporate IT Operations. Deploy and manage internal infrastructure to support businesses. Oversee end user support across offices with a heterogeneous environment (Linux, OSX, -Windows). Formulate and implement an effective BCP/DR strategy for corporate services. Data Center Operations Responsible for all aspects of physical DC Operations across all Data Centers. Capacity planning to ensure we have adequate bandwidth, space and power at all the times. Setting up new Data Centers as required by business Network Operations. Manage all global networking infrastructure. Work with team to effectively design, implement and maintain a secure network. Deliver 99.99 % network up time. Formulate and implement effective DDOS mitigation strategy. Work with RIR's like ARIN for IP/AS allocation etc. System Operations. Oversee the function of the 24X7 operations team. Managing Incident Response Procurement Vendor relationship management. Software/Hardware Asset Management. Identify new Vendors/OEMs as required by the business from time to time Infra Profile. Experience in setting up and running co-located data centers. Exposure to dealing with Telecom vendors. Effectively coach & drive people, work along with them in the trenches and can deliver results rapidly. Good communication & people management skills. Good understanding of Linux/Windows operating systems. Good understanding of DNS & Networking fundamentals, IOS and technologies such as BGP, STP, IOS, VRRP, LLDP, SNMP, OSPF etc. Great customer service attitude & effective and decisive leadership. Ability to work with a distributed team across diverse geographical time zones. Open to domestic/international travel. Operational Information Security Compliance. Risk Management & Compliance Oversee deployment of strategic interventions to mitigate risks and address vulnerabilities. Forefront initiatives to monitor and drive adherence of Cyber operations to protocols, legal and regulatory compliances at group and business level. Build security reporting dashboards for capturing risk status of different systems. Revisit operations policies/ frameworks in accordance to changing business, technology landscape and regulatory environment. Security Audit Plan and implement the internal audit of IT, OT, and business processes across the organization in collaboration with the Group and Business Audit and assurance counterparts. Ensure testing and evaluation of system controls, policies, and procedures as required. Monitor and track all security controls for potential issues, perform verification assessment of controls and determine and update necessary controls to ensure documentation in enterprise security plan. Identify and maintain a repository of leading security practices and standards used. Report on the implementation of leading practices and standards and map them to controls and metrics. Plan and comply application and infrastructure vulnerability assessment at business level including Operational Technology landscape. People Management Working with Cyber, IT and OT teams. Communication with sites. Coordination with other departments and functions. Coordination with other organizations. Dealing with service providers. KRAs with Outcomes of Job which brings value to the organization. Qualifications Master/bachelor's degree or equivalent in an IT or similar discipline from an institute recognized by UGC / AICTE. Professional Certifications like CISM / CISA. (ref:iimjobs.com)