Vice President Operations

Job Description

About the role: We are seeking a dynamic and experienced Vice President/Sr. AVP of US Operations to oversee and enhance our operational strategies, client management, and employee management processes. This role is pivotal in driving our growth and ensuring operational excellence across the organization. This is a hybrid position. What you will be doing: Operational Strategy Implementation: Collaborate with AVPs to implement effective operational strategies, including client onboarding processes. Develop and maintain comprehensive reporting mechanisms to ensure accurate tracking and management of all operational activities. Create and update Standard Operating Procedures (SOPs) to standardize operations and enhance efficiency. Data Management: Establish and manage databases for capturing and updating data related to employees and clients. Monitor and analyze data to ensure accurate records of revenue generation, employee performance, and client interactions. Client and Employee Management: Oversee client management processes, ensuring high levels of client satisfaction and addressing any escalations promptly. Manage a team of AVPs, providing guidance and support as they handle client relationships and operational tasks. Implement and maintain effective communication channels between clients and the operational team to ensure smooth and efficient service delivery. Reporting and Analysis: Develop robust reporting frameworks to provide insights into operational performance, client satisfaction, and employee productivity. Regularly review and analyze reports to identify trends, areas for improvement, and growth opportunities. What you will need for this role: 15+ years of experience, with at least 7 years of leadership and team management experience Proven experience in a senior operational role within the US domain, with a strong understanding of US market dynamics and client expectations. Demonstrated ability to manage and lead teams, with experience handling client escalations and ensuring client satisfaction. Strong analytical skills, with the ability to develop and implement effective reporting and data management systems. Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and team members. Ability to work effectively in a hybrid work environment, with a preference for candidates based in Ahmedabad, Noida, Mumbai or Hyderabad. Strategic thinker with excellent problem-solving skills. Proficient in using data analysis tools and software to track and report on operational performance. Ability to thrive in a fast-paced, dynamic environment.