Business Unit Head - ITeS/BPO

Designation - Business Unit Head

Reporting Manager Head of Operations

Span of Control Approx. 200

Years of Professional Work Experience : 15+ years

Industry / Sector Background ITeS

Educational Qualifications - UG / PG

Role Responsibilities & Accountability :

- Responsible for outstanding operational delivery to multiple clients on a day to day basis; will be managing multiple clients and multiple delivery teams in a fast paced environment.

- Daily report on performance through clear, accurate and meaningful management information.

- To engage with employees at all levels and be a highly credible and open leader consistently and providing open and regular communication.

- Driving strategic initiatives that will improve our effectiveness and client delivery in addition to driving and improving staff engagement and motivation

- Help develop a layer of middle managers who will demonstrate great leadership skills to their teams as well as consistent and high quality service delivery to the clients

- To consistently challenge the operational solution for the client and identify ways of driving cost savings, service enhancement and innovation to ensure the ongoing client satisfaction

- Manage Staff turnover through effective employee engagement activities, with the support of the HR team.

Person Specific:

- A resilient character, with a strong will, and should thrive in an environment that throws up challenges on a daily basis.

- Passionate about working with clients and ensuring outstanding service delivery.

- Excellent communication skills - both written and verbal.

- High levels of energy, thrives on being challenged and will take others on the journey of success

- Ability to warmly connect and engage with staff at the front line as well as those in the management layers

- Keen to look for opportunities to grow the business.

- A natural consultative approach with the ability to form strong working relationship and an engaging personality and business credibility.

- Sets and achieves very high levels of performance and continually strives for personal improvement in all that they do

- Has the strategic and business intellect to be able to make a strong contribution to the ongoing development of the operations.

- Should be willing to get their hands dirty if required and be flexible to accommodate the changing needs of the business.

- Should have the ability to think on their feet to solve problems that might arise.

Key Competencies:

Commercial Acumen:

- Identifies and converts commercially viable new business opportunities

- Identifies ways to improve organisational profitability

- Builds and maintains strategic relationships with internal and external individuals and groups

- Establishes and delivers realistic budgets

- Benchmarks against competitors to find best practices in the industry

- Consistently excellent performance

Strategic Agility:

- Sees ahead clearly

- Can anticipate future consequences and trends accurately

- A solid balance of business process analysis and technical experience, ensuring smart business assessments of projects, programs, and departmental successes

- Can create competitive and breakthrough strategies and plans

- Impressive ability to identify potential risks find ways over, around, through barriers

Customer Service:

- Is dedicated to meeting the expectations and requirements of internal and external clients

- Gets first hand client information and uses it for improvements in solutions

- Acts with the client in mind

- Establishes and maintains effective relationships with customers and gains their trust and respect

Passion to succeed:

- Very high energy levels

- Fast paced

- Driven to succeed

- Hunger to win and not be second best in a high pressure environment

- Ability to be flexible

Communication:

- Commands attention

- Successfully communicates at senior levels

- Can articulately paint credible pictures and visions of possibilities and likelihoods

Leadership:

- Leads a team and provides clear direction /Creates focused collaborative, results driven teams

- Drives vision and purpose

- Executes needed change

- Highly adaptive and able to inspire others around them