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General Manager - Operations

Bangalore, India
8 - 10 years
Bachelor's / Master's Degree
Job Description
  • 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
  • Bachelor's degree

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