Director - Document Services

Position Profile – Director, Document Services

- Driver

The India operations of a very successful Legal, Research and Business Services outsourcing company is looking for a Director who will lead the professional document services in Mumbai.

Position Objective

- To plan, direct and manage the performance of the document services operations so as to maintain and develop business growth in accordance with the agreed business strategy.

Position Objectives and Expectations

Management of the overall Operations function:

- Ensure that the productivity goals for the team are met, including service level, utilization and customer satisfaction. Derive productivity gains through creating and re-engineering processes, seat utilization and cross-training

- Responsible for contributing to and understanding the Service Agreements for each client account

- Ensure systemic corrective action plans implemented in case of breach of Service Agreements

- Resolve personnel issues in a professional and timely manner. Implement all disciplinary actions in accordance with company policy and ensure consistency

- Identify and develop service delivery governance to ensure regular communication and escalation of risks/issues within each client account

- Ensure the transition of new processes is well planned and execute project management and set milestones that highlight required timelines

- Participate in the development of our infrastructure to ensure highest standards

- Work with training to develop curriculum and training programs to ensure staffing scale ups meet milestones agreed with customers

- Ensure the teams follow the client invoice process and adhering to Integreon Corporate Finance’s invoice schedule

- Conducting regular meetings with Indian management team and Corporate function to ensure that the team co-ordinates effectively, problems are identified and timely action is taken to avoid service failures or last-minute resolutions

Budget Management:

- Responsible for contributing to the budget planning process and monthly forecasting updates, including variance explanations

Management Information Reporting

- Develop metrics that meet and exceed customers requirements and internal standards

- Ensure Integreon governance model is followed for each client account andmonthly/quarterly reviews reports are submitted to the client in a timely manner

Continuous Improvement:

- Drive quality initiatives and maintain ISO certification

- Analyse existing systems and processes to identify gaps and opportunities for cost/ or quality improvements

Communication:

- Act as an escalation point for employee relations, and customer issues, where the Delivery Manager assesses the need for additional support. Manage conflict and problem resolution for both types of situations

- Maintain open communication with all personnel. Act as a resource for answering questions, resolving product and policy questions

- Conduct Team Meetings with direct reports to ensure expedient communication of relevant information and as an open forum for input from team

People management:

- build and lead an effective and cohesive management team

- in consultation with HR, implement effective succession planning, people

- management, development, recruitment, and retention strategies for the division

- manage the performance of all heads within the department through the formal performance management system

- Set operational MBOs for immediate team and oversee cascading MBOs

- Develop career, skill and personal development plans for management team through coaching and guidance

- Mentor team development, ensure succession planning for key positions and provide hands on leadership

- Provide leadership and guidance to the team with support in administering company policies, standards and core values

- Ensure that standards and practices are consistently maintained within and between each team

Knowledge and skills requirement:

- Demonstrate excellence & expertise in the fields of financial management, administration and operations, IT and corporate affairs.

- Demonstrate experience in the management of a team at a professional level.

- Effective, commercial experience in running a business unit(s).

Personal Success Characteristics

- Excellent verbal and written communication skills

- Good project and time management skills

- Knowledge of business and management principles

- Ability to influence and drive change

- Ability to flex with changed business priorities and think strategically

- Ability to work in a pressurized environment

- Ability to work collaboratively with cross functional colleagues

- Process driven with proven ability to document processes

- Business/bottom line focus with proven ability to develop plans with milestones and to complete projects on time and within budget

- Coaching, mentoring and people development skills

- sound commercial and analytical skills

- Management and Leadership skills

- Coordinating activities and resources (including performance management)

- Penchant for being proactive

Educational Requirements

- Degree level in Management Science (not necessarily MBA)

Experience

- Total work experience over 5 years required.

2 years managerial experience in Operations in the BPO industry

- Experience in managing an outsourced facility for large and small scale clients

- Experience in managing document services or related services at an investment bank, law firm or consulting company in US or UK would be an added advantage

Reports to - Vice President/Sr. Vice President

Location - Mumbai, flexibility to relocate globally

Contact - pranoti@mancerconsulting.com