ZK Technologies - Assistant Vice President - Program Operations

Essential Functions

• Oversee day-to-day delivery across multiple BPS functions (voice/non-voice/back-office processes).
• Ensure achievement of SLAs, KPIs, quality, productivity, and compliance targets.
• Drive process excellence initiatives and continuous improvement frameworks (Lean, Six Sigma, etc.).
• Manage operational budgets, workforce planning, and cost optimization initiatives.
  

• Act as the primary point of contact for key clients, ensuring operational transparency and trust.
• Conduct regular business reviews with clients and internal leadership to assess performance and improvement areas.
• Support transitions, migrations, and new process setups with a strong focus on governance and quality.
  

• Lead a team of Managers/Assistant Managers and large teams across multiple shifts and locations.
• Foster a culture of performance, accountability, and employee engagement.
• Drive learning, development, and succession planning within the operations team.
  

• Ensure strict adherence to company policies, data privacy, and information security standards.
• Conduct operational audits, risk assessments, and implement mitigation plans.
• Drive initiatives to improve CSAT/NPS, reduce errors, and enhance process stability.
  

• Partner with senior leadership to align operational goals with business objectives.
• Lead automation and digital transformation initiatives to enhance efficiency and accuracy.
• Provide analytical insights and dashboards for informed decision-making. Bachelor's Degree (mandatory) - preferably in Business Administration, Commerce, Management, or related disciplines.
• Master's Degree (preferred) - MBA or PGDM in Operations Management, General Management, or Business Process Management from a recognized university or institution.
• Strong academic foundation in business, analytics, or operational excellence principles.
  

Professional Certifications (Advantageous)

• Lean Six Sigma Certification:
• Green Belt required; Black Belt preferred for driving process improvement and quality initiatives.
• Project Management Certification:
• PMP (Project Management Professional) or PRINCE2 certification preferred to manage complex transitions and multi-project operations.
• Quality & Compliance Certifications:
• ISO 9001 / ISO 27001 awareness or internal auditor certification is an advantage.
• Automation / Digital Transformation Exposure:
• Familiarity with RPA tools (UiPath, Automation Anywhere, Blue Prism) or process mining tools is desirable.
• Data Analytics / Reporting Tools:
• Exposure to Power BI, Tableau, or advanced Excel for performance analytics and dashboard reporting.