GM - F&A BPO Operations

ROLE:

- Responsible for managing the shared service center across business verticals in India

- Responsible for managing the entire service delivery. Would work very closely with Clients, US Client Account Managers.

- Responsible for working closely with internal and external stakeholders for smooth business delivery

- Responsible for coordinating with sales (as and when required) for new opportunities

- Responsible for working on the contracts, designing and defining the SLA parameters, would be participating in SLA negotiation.

- Will lead new client transition

- Work closely with all support functions in order to drive operational excellence.

- Ensure all operational activities/ milestones on new transitions are accomplished as per agreed timelines

- Processes mapping and process excellence.

- Define and design scope of work as per the contract and obtain sign off from the stakeholders.

- Responsible for achieving standards reflected in revenue growth, customer service, production, contract growth, and development of staff.

- Proactively identify problems and provide customer centric solutions (external and internal customers)

- Ability to visualize system requirements and articulate the same in the form of a functionality requirement document for IT.

- Build strong partnership with clients. Anticipate requirements and deliver them accordingly

- Committed to strategic initiatives and improving transition effectiveness

- Ensure all Project compliance are adhered

- Publish training calendar. Monitor training schedules and responsible for driving training rigor

- Work with internal teams to put in place best practices and effective process controls during the process transitions.

- Communicates customer service standards to management team and staff, and conducts necessary training to ensure that it is fully understood at all levels of the organization

- Performs gap analysis to identify areas where our performance does not meet our standard, and establishes action plan by month to eliminate gaps.

Qualification: Commerce graduate with CA / CPA

Experience (yrs.): 12- 14 years of experience with 7-9 years in BPO industry at 4-5 years in Leadership role

BEHAVIORAL SKILLS:

- Excellent communication skills

- People Management skills, should have lead a team of 100 people in F&A domain.

- Effective negotiation and influencing skills with senior management.

- Agile and flexible. Sound planning skills

- Excellent Communication skills

- Good project management skills

- Ability to work in high paced, challenging environment

- Proficiency in setting and meeting realistic timelines to achieve desired/meaningful outcomes

- Extensive to moderate travel depending on process requirement

- Should be able to multitask, as well as set priorities and meet deadlines

- Ability to challenge status quo

- Persuasive with details and facts

- Defines and manages group/team structures and resource levels to support business needs.

- Contributes broad and deep knowledge in areas of functional or business specialization across a broad operational framework/range of projects.

TECHNICAL SKILLS: (Skill set required to do the job- Tools, Technical Knowledge, Certifications etc)

- Strong F&A BPO Experience

- Ability to handle multiple processes

- Process mapping and process analysis skills to resolve process roadblocks.

- Strong Project and process management experience at a senior level, preferably in a Outsourcing environment

- Experience in process improvement methodologies (e.g. Six Sigma) Preferably certified BB/ GB

- Experience in Finance Process transformation/re-engineering projects will be an added advantage

- Proficient in process study, transition & running successful process operations.

- High degree of problem solving skills to resolve problems in a multi product / service environment

- Good analytical skills

Reporting to Vice President - Operations

Span of control :-70-100 FTEs

Shift Timings:Rotational

We would appreciate if you could kindly give us the following details in the cover letter. This will help us to in our screening process:

1. Current CTC
2. Expected CTC
3. Current Location
4. Keenness to relocate to Thane (if ouside Mumbai):
5. Notice Period
6. Immediate Contact Details:
7. Openness to work in US hrs:

Human Resources
Quatrro FPO Solutions
MBC Info Tech Park, Unit No. 1, Fifth Floor I Near Hyper City, Ghodbunder Road I Kasar Wadavli, Thane (West), 400 607. I Tel.No:+91-22- 6729 4200 I
Visit us: www.quatrrofpo.com