Center Head - India Delivery Center - Leading Tax Advisory Firm

Center Head - India Delivery Center - Leading Tax Advisory Firm

A boutique tax and regulatory services organization plans to hire a Center Head for its India Delivery Center (IDC). This IDC operates from Bangalore and caters to the tax needs of the firms UAE clients. IDC Head will be responsible for the strategic planning and execution of all deliverables.

Core duties include management and leadership of processes for the continuous improvement of the customer experience. Tactical emphasis is on customer care, quality management, workforce planning, recruiting, coaching and training. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.

Primary Responsibilities:

- Overseeing operational activities for the site.

- Responsible for the strategic planning and execution of all projects to be delivered from IDC.

- Be the interface between the management team in Dubai and Bangalore IDC project staff.

- End-to-End Accountability for the delivery and team management.

- Be the escalation point for all delivery related topics.

- Responsible for development and enhancements of COEs in IDC.

- Maintain internal and external MIS reports, employee time reports, productivity reports.

- Responsible for quarterly/annual performance appraisals of IDC employees.

- Regularly 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 providing open and regular communication.

- 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.

- Works closely with the leadership team to develop and support procedures and organizational structures to improve the effectiveness of IDC.

- Monitors process flow, workload and headcount to control costs and ensure that teams meet critical goals and deadlines.

Preferred Qualification / Work Experience :

- MBA/PG/Graduate preferably currently handling similar role in another BPO/KPO setting

- Provide strong, dynamic leadership that mentors, develops, and guides team members.

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

- Passionate about working with on-site UAE team 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.