Job
Description
The Role: We are looking for a leader to head Service & Operations Delivery business for an International Healthcare account. The incumbent will bring extraordinary focus and expertise in designing, implementing and scaling dynamic operations and organization focused on customer-centricity, team growth and well- being and operational rigor. We are looking for a dynamic people leader who understands the - bigger picture and can balance strategic vision and thought leadership with execution excellence. This is a key leadership role with P&L responsibility and will directly impact the growth trajectory of one of the most disruptive and fastest growing businesses of the company. Essential Job Elements: P&L : Manage P&Lof the business operations, including the development and execution of the overall business strategy. Operations : Drive operational improvements for International Voice operations, including optimizing resource allocation within and across teams, improving operational effectiveness, quality, and performance against SLAs, and measuring progress against business goals. Team management : Manage high performance teams Improve organizational efficiencies, and build scalable business processes and infrastructure. Help align delivery capability to pipeline demand. Design and run scaled operations with a data-oriented approach. Provide vision and leadership for business. Strategy : Lead cross-functional strategic planning activities to plan budgets, expansion plans and operational plans (service design, operations costs, hiring, etc.) Client Satisfaction : Ensure client satisfaction. Become ‘Voice of the Customer’ Establish strong relationships with clients. Business Growth : Lead & collaborate efforts with the solutions team for market opportunities. Support business growth by collaborating with Sales & marketing across geographies. Compliance : Ensure compliance with all client regulatory requirement. Profile & Experience 12+ years of operations experience within a BPO / Contact Centre with last few years managing and running the operation. Experience in customer service and international voice domain is mandate for the role. Expertise in Operations, KPI Delivery &Client Management Successful track record in growing and inspiring large teams approx.300+ HC, with proven ability to select, attract, motivate, retain, and develop leaders and team members Successful track record of improving performance against quality, efficiency, and effectiveness metrics, and meeting/exceeding contractual service level performance requirements Experience of managing P&L, driving performance and growing businesses. Understanding of contracts and key BPO dynamics governing them Strong customer service orientation and client management skills Experience with a matrix driven global organization Proven track record of building strong relationships with stakeholders Excellent communication, negotiation, and conflict management skills Analytical acumen and the ability to streamline complex processes Show more Show less
