Head - Operations - BPO

Position Overview

We are seeking a visionary and results-driven Vice President of Operations to spearhead a delivery unit comprising 2,000 full-time employees. This executive leadership role will oversee critical operational functions and manage a significant P&L, focusing on enhancing performance, achieving operational excellence, and delivering superior client satisfaction across the organization.

Roles and Responsibilities:

Strategic Planning:

- Develop and execute delivery strategies aligned with organizational objectives.

- Identify and prioritize initiatives to support business growth and scalability.

Project Oversight:

- Manage end-to-end project management processes, ensuring adherence to timelines, budgets, and quality standards.

- Guarantee successful project delivery that meets or exceeds client expectations.

Team Leadership:

- Build, inspire, and lead a high-performing delivery team.

- Promote a culture of accountability, collaboration, and continuous improvement.

Client Relationship Management:

- Foster and maintain strong relationships with key clients and stakeholders.

- Serve as the primary escalation point and lead discussions on major projects or challenges.

Resource Management:

- Optimize resource allocation across projects to maximize efficiency and productivity.

- Identify staffing requirements and oversee recruitment, training, and development efforts.

Performance Measurement:

- Define and monitor key performance indicators (KPIs) to evaluate delivery outcomes.

- Leverage data-driven insights to identify and implement process improvements.

Risk Management:

- Proactively identify and mitigate risks associated with project delivery.

- Resolve issues that may affect timelines, budgets, or quality standards.

Budget Oversight:

- Oversee budgets for delivery operations, ensuring projects remain financially viable.

- Analyze and report on financial performance related to delivery activities.

Cross-Functional Collaboration:

- Partner with sales, marketing, and product teams to align delivery functions with overall business goals.

- Ensure seamless communication and coordination between departments.

Change Management:

- Lead the implementation of new processes, tools, and methodologies within the delivery function.

- Drive effective change management strategies to ensure successful transitions.

Continuous Improvement:

- Champion a culture of continuous improvement within the delivery team.

- Stay abreast of industry trends and best practices to enhance operational efficiency.

Reporting:

Deliver regular updates to executive leadership on delivery performance, challenges, and growth opportunities.

- Prepare comprehensive reports and presentations for internal and external stakeholders as required.

- This role is critical for driving organizational success and requires a dynamic leader with a proven track record in operations, strategic planning, and team leadership.