AVP Operations Manager
Job Summary: AVP Operation Manager
The Assistant Vice President (AVP) of Operations is responsible for overseeing and managing the day-to-day operations of various business processes within the organization. He will play a key role in managing teams, optimizing processes, and implementing strategies to drive productivity and achieve business objectives. He will play a crucial role in driving the growth and success by implementing best practices, fostering a culture of excellence, and exceeding client expectations. An out-of-the-box thinker committed towards the growth of people within the organization.
Key Responsibilities :
Leadership and Team Management:
- Provide leadership, direction, and guidance to a team of Operations, facilities, Client management.
- Foster a culture of collaboration, innovation, and continuous improvement within the operations team.
- Develop and mentor team members to enhance their skills and capabilities.
Operational Excellence:
- Develop and implement strategies to optimize operational processes and improve efficiency.
- Monitor and analyze key performance metrics to identify areas for improvement and implement corrective actions as needed.
- Ensure compliance with client service level agreements (SLAs) and contractual obligations.
- Drive initiatives to enhance quality, productivity, and cost-effectiveness across all operational functions.
- Regularly monitor key performance indicators (KPIs) and metrics to track progress and make data-driven decisions.
Client Relationship Management:
- Serve as the primary point of contact for clients regarding operational issues, escalations, and service delivery.
- Build and maintain strong relationships with clients through regular communication, meetings, and performance reviews.
- Collaborate with clients to understand their business needs and requirements, and proactively identify opportunities for service enhancement and expansion.
Risk Management and Compliance:
- Implement and enforce operational policies, procedures, and best practices to mitigate risks and ensure compliance with regulatory requirements.
- Conduct regular audits and assessments to identify compliance gaps and areas of operational risk.
- Work closely with internal stakeholders, such as legal, compliance, and risk management teams, to address issues and implement solutions.
Quality Assurance & Data:
- Drive continuous quality improvement through strategy, quality management systems and metrics for measurable results to achieve customer delight
- Conduct regular quality audits to assess service delivery and identify areas for enhancement.
Resource Planning and Allocation:
- Optimize resource allocation based on workload forecasts, client requirements, and staffing availability.
- Participate in hiring and provide capacity planning/hiring feedback and forecasting Coordinate with HR to recruit, onboard, and train new team members as needed.
- Maintain appropriate staffing levels to meet operational demands while controlling costs.
Strategic Planning and Execution:
- Contribute to the development of the overall business strategy and objectives.
- Develop and execute operational plans aligned with the organization's strategic goals and objectives.
- Monitor industry trends and market dynamics to identify opportunities for business growth and expansion.
Qualifications and Experience:
- Bachelor's degree in business administration, management, or a related field. MBA preferred.
- Proven experience 15-22 years in a senior leadership role within the BPO industry, with a focus on operations management.
- Strong understanding of BPO processes, technologies, and best practices.
- Excellent leadership, communication, and interpersonal skills.
- Demonstrated ability to drive operational excellence, manage client relationships, and deliver results in a fast-paced environment.
- Knowledge of regulatory requirements and compliance standards relevant to the BPO industry.
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