SVP - Operation

As the Senior Vice President (SVP) - Voice Business at Exela, your role will involve overseeing the strategic direction, growth, and profitability of the Voice Line of Business (LOB), which includes customer service, helpdesk operations, and related voice-driven services. Your responsibilities will include: - **Strategic Leadership:** - Define and implement a comprehensive strategy for the Voice LOB, focusing on growth, operational efficiency, and customer satisfaction. - Develop and execute business plans aligned with corporate objectives to drive expansion and increased profitability. - Monitor industry trends and competitor activities to identify growth opportunities and stay competitive. - **Business Development & Revenue Growth:** - Identify and secure new business opportunities in voice-driven services like helpdesk, customer support, and technical assistance. - Build relationships with potential clients, partners, and stakeholders to expand the business portfolio. - Drive top-line growth by diversifying services and offerings in the Voice LOB. - **Go-to-Market (GTM) Strategy:** - Develop and execute a GTM strategy for the Voice LOB for successful service and solution launches. - Collaborate with sales, marketing, and product teams for market entry readiness. - Analyze market needs to position the company's offerings as industry-leading solutions. - **Operations Management:** - Oversee daily operations, ensuring service excellence and efficient delivery. - Improve operational processes, workforce optimization, technology utilization, and quality control. - Ensure helpdesk services meet industry standards and client expectations. - **Team Leadership & Development:** - Build and mentor a high-performing team, fostering innovation, accountability, and improvement. - Identify skill gaps and provide development opportunities for business growth capabilities. - **Client Relationship Management:** - Act as the primary client contact, ensuring strong relationships and addressing concerns. - Work with account management teams to meet client needs. - **Financial & Performance Metrics:** - Manage Voice LOB budget to meet financial objectives and identify cost-saving opportunities. - Track and report on performance metrics such as revenue growth, profitability, and customer satisfaction. Key Qualifications: - Bachelor's degree in Business, Management, or related field (Masters preferred). - 15+ years of experience in voice services industry, including helpdesk or contact center management. - Proven track record in driving business growth and securing new business. - Strong leadership, team management, and organizational skills. - Excellent communication, negotiation, and client relationship management abilities. - Experience in P&L management, budgeting, and financial tracking. - In-depth knowledge of industry trends, regulatory requirements, and best practices in voice services. - Demonstrated success in developing and executing GTM strategies. Preferred Skills: - Experience with global teams and large-scale operations. - Expertise in technology and automation in voice business processes. - Develop and deploy sales and support bots. - Implement workflow automation, RPA, and voice analytics. (Note: This job description is based on the information provided in the job posting.),