Head - Operations - BPO

We are currently scouting for Head of BPO - operations for a large UK based BPO in India,

Location : Pune

Role :

The Head of Operations reports to the Director Operations and will be responsible for the overall running of the Pune Centre.

- The Head of Operations will manage the P&L of the Pune Centre, functionally drive the Operations teams and administratively oversee functioning of the Nonoperation's teams as well.

- The Head of Operations plays a key role in stabilization of new processes being migrated within the designated area and subsequent smooth running of the same.

- This includes setting up of performance metrics, regular monitoring of performance, ensuring controls are in place for every process, ensuring Risk Analysis is performed for every process, ensuring adequate training of resources including cross training takes place, establishing communication channels with various onshore teams and building relationships for long terms success of the processes. For Non Operations teams, the incumbent will be responsible for administering all people practices as a dotted line reporting manager along with the Functional Heads.

- The role also involves working closely with other functions within India namely HR, Finance, IT and Risk to ensure processes receive adequate support from each function as well as implementation of relevant controls in each work area. In this role, he/she is expected to ensure performance metrics are established for each process; regular meaningful performance reports are being produced and analyzed leading to an action plan.

- The Head of Operations Director serves as a member of the India Senior Management team and has significant involvement in planning for broad issues affecting the business.

Principal Accountabilities:

- Operational management: Execution of client SLAs, meeting of deadlines, Setting benchmark KPIs and facilitating achievement of those. Manage operational / team performance through Senior Managers.

- People: Attract, motivate, manage and develop teams that are focused at all times on service delivery to internal clients as well as external clients serviced from India. Build managerial capability, operations delivery capability, create effective training needs, ESAT and organization structure (right people for the right job) .

- Stakeholders / operating companies: Develop a strong relationship with senior client stakeholders in the company and leverage the relationship to drive strategic objectives.

- Customers & Clients: Ensure delivery of high quality services and ensure quality management through the implementation of our standard tools and frameworks.

- Build a culture of Client Focus in the teams to drive an enhanced Customer experience. Should be able to effectively challenge practices and influence clients to drive change in the interest of our customers.

- Regulations: Responsible for Compliance and Audit obligations for processes through extensive control and operations risk framework in line with corporate policies and guidelines. Managing key risks, including but not limited to E&O, Regulatory, operational, people, reputational risks within the business function.