Cognizant - Director - Operations - BPO Technology

Director Operations - BPO Technology

This key leadership role will directly impact the growth trajectory of one of the most disruptive and fastest growing businesses of the client. Success of the business line will be directly impacted by how well Operations performs.

- The incumbent will demonstrate a successful track record of operational leadership and capability to disrupt existing industry standards in an ITeS/ Services environment.

- Reporting to the Business Head, the incumbent will be responsible for all aspects of operations including field operations across all markets, customer support, operational forecasting/metrics/measurement and operational excellence.

- He/She will bring extraordinary focus and expertise in designing, implementing and scaling a dynamic operation and organization focused on the customer-centricity, team growth and well-being and operational rigor.

- The incumbent should be a dynamic people leader who understands the - bigger picture-, and can balance strategic vision and thought leadership with execution excellence.

- Ability to work cross-functionally across the organization is another critical aspect of this role.

Job Description :

- Manage business operations, including the development and execution of the overall business strategy.

- Contribute strategically to the growth and direction of client's products and services across different regions.

- Establish strong relationships with clients. Meet and exceed business growth targets.

- Drive operational improvements for business vertical(s), including optimizing resource allocation across teams, measuring progress against business goals.

- Participate in and help steer global initiatives as appropriate and ensure that global initiatives are rolled out properly to your vertical/sector.

- Design and run scaled operations with a data-oriented approach. Provide vision and leadership for business.

- Build high performance teams, improve organizational efficiencies, build scalable business processes and infrastructure.

- Ensure alignment with cross-functional teams across business lines that support and help execute better business.

- Participate/lead cross-functional strategic planning activities to plan budgets, expansion plans and operational plans (service design, operations costs, hiring, etc.).

- MBA/ MS or Bachelor Degree with relevant experience

- At least 15 years of operations experience at an ITeS, BPO or online business with deep industry expertise in the service/ outsourcing.

- Strong internal client-facing skills with excellent communication, negotiation and conflict management skills. Experience with socializing and presenting analysis, proposals and strategies to organizational leaders with a demonstrated affinity for metrics.

- Demonstrated success in building operations teams in customer service.

- Strong analytical and problem solving skills; ability to analyze data, understand trends and develop recommendations for action based on the analysis. Successful track record in growing and inspiring a large team, with proven ability to select, attract, motivate, retain, and develop leaders and team members.

- Ability to streamline complex processes and implement workflows designed to increase efficiency. Ability to effectively influence and drive cross-functional change with multiple stakeholders at all levels of management working across engineering, product, marketing and business development teams.

- Strong track record of cross-functional leadership, general management capabilities. Experience with a matrix driven organization.

- Proven ability to drive performance and grow businesses. Analytical acumen and thought leadership, paired with agile mind set and can-do attitude.

- Charismatic leader and successful people manager with the highest level of integrity, and potential to grow further beyond this role as part of internal talent pipeline for Senior Leadership.

- Distinctive problem-solving and project management skills, including experience executing complex strategic and operational initiatives.

- Strong business acumen and the ability to successfully navigate and influence strong personalities within a complex business environment. Ability to pay attention to detail while handling multiple, simultaneous projects.

- Excellent communication and facilitation skills, proven track record of building strong relationships with stakeholders.

- Data driven with a keen eye for detail - proactive identification of failure points/ risks and develop action/ mitigation plans

- Ownership & accountable - for the team performance (SLAs and KPIs)