Ensure customer policies, procedures and contractual agreement are consistently met
Responsible for all contractual agreements from an operational perspective and ensure realistic and practical commitments are made to clients
Consistently meet predetermined metrics to achieve business objectives and customer SLAs Ensure contingency plans are in place for all services to include business recovery plans
Ensure timely and accurate reporting of performance metrics and SLAs to the Management
Identify and resolve problem situations as a final point of escalation
Full P&L responsibility focused on achieving operations metrics:
Profitability of teams
Productivity of teams
Cost of Revenue
Maximize utilization of resources
Drive cost control measures across operations
Provide strategic guidance to the operations managers to ensure service delivery
Support Account Managers and Sales teams to expand opportunities with clients and increase revenue
Develop an organization structure that is in line with the business objectives and needs
Manage multiple services across the organisation and provide strategic direction and leadership to the teams so that they consistently meet and exceed performance metrics
Ensure effective tools and mechanisms are provided to the team to track and develop individual potential to meet business objectives
Ensure effective succession plans are in place and seek the development of direct reports up to and including moving them to different teams/services within the company in order to maximize potential. Ensure clear succession plans is in place for self and all managers
Ensure timely preparation and review of goals and development plans for direct reports. Ensure accurate handling and completion of progress reviews on performance and development plans within agreed timescales and provide ongoing feedback to VP/Operations Managers/Operations Assistant Managers
Approve resource planning, recruitment training and other development plans for the teams Mentor and guide direct reports and work closely with all Managers and intervene appropriately to create a competent and close-knit team
Create a high performance, fair and exciting work environment that provides motivation and development opportunities for the teams
Ensure sharing of knowledge and best practices within the company and counsel managers to enhance performance and arrest attrition. Motivate and develop managers to include specific attention to individual development
Review performance achievements and targets regularly with Operations Managers / Operations Assistant Mangers and provide strategic direction to improve service delivery
Required Competencies
8 - 10 yrs of total work experience in service industry
3+yrs in leadership position in Small/Mid size BPO into Operations
The person should have worked in mid sized BPO organizations and have experience in managing multiple teams executing complex back office processing functions
He/she should have managed multiple teams or entire BPO operations
He/she should be able to contribute and implement best practices in the organisation and lay down BPO policies and procedure for the organization
He/she should contribute to business growth by expanding and enhancing BPO service offerings
He/she should be able to understand and formulate an effective revenue model and own and is accountable for quality, schedule, scope, effort (budget) and Service Level Agreements (SLAs) of all BPO engagements
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