AVP - Operations - International Business Unit - BPO

- Develop and implement strategic plan to achieve operational excellence and organizational goals.

- Collaborate with executive leadership (HR, Finance, IT, Security, Legal, etc.) to align operational strategies with business goals.

- Lead, motivate and mentor teams across different operational functions to ensure productive collaboration and effective execution of operational plans.

- Define, lead and manage Operational budgets, forecasts and financial plans to achieve targeted P&L objectives.

- Implement strategies to identify and optimize revenue streams, control expenses and maximize profitability.

- Lead and manage the transition of new clients and projects into operations.

- Ensure seamless knowledge transfer, training and onboarding of resource during transitions.

- Lead and drive Business Continuity of Operations ensuring succession planning of resources is in place.

- Understand the Service Levels based on Client contracts. Monitoring Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)/metrics to assess the performance of operational activities. Demand and review KPIs of other functions which are impacting Operations.

- Drive strong governance with internal and external stakeholders.

- Implement quality assurance processes and systems to ensure the delivery of outstanding customer experience.

- Foster a culture of strong client relationship to understand their business requirement and expectations.

- Drive outstanding customer experience by ensuring client satisfaction consistently.

- Promoting a culture of continuous improvement by implementing best practices, evaluating feedback, and adapting operations to changing business environments.

- Optimal allocation and utilization of resources, including personnel, technology, budget etc. to bring cost efficiency.

- Assess operational risks and develop strategies to mitigate potential issues. Ensure compliance with industry regulations.

- Stay updated on new BPO related technology to integrate new operational tools and systems.