- Bachelor of Engineering or Graduate in any discipline or Masters in Business Administration from a reputed institute
- 12 plus years of experience in Operations with a proven track record
- Should have worked with multiple sectors including KPO companies in previous assignments.
- Experience driving transformation and leading change management and process creation
- Experience with transaction process, quality management and training with minimum 3 or more years in leading 250+ staff
- AI and/or Chat Bot experience is preferred
- Strong analytical, numerical, and reasoning abilities
- Hands-on SME with creative leadership approach in designing and implementing
- Well-developed interpersonal skills
- Ability to be decisive and implement systems and actual roll-outs.Ability to thrive in a highly pressurized fast-paced environment & motivate team members to do the same
- Experience in managing staff in a remote environment
- Analyse current operational processes and performance, recommending solutions for improvement
- Accordingly, develop and recommend corporate operations policy
- Design and establish operational framework, workflow, and efficiency metric
- Design systems and processes to ensure that the level of service is of required standard. At the same time driving maximum efficiency
- Set strategic long and short term operational goals
- Define and implement KPIs for all operation functions and personnel
- Design systems to ensure effective co-ordination of all company activities in support of corporate objectives
- Collaborate with Product and AI team to develop and implement product for the operational infrastructure designed toaccommodate the rapid growth objectives of our organization
- Design a forecasting system to ensure accurate management of workforce and expansion planning
- Conduct Time and Motion study to evaluate the current utilisation and recommend changes accordingly
- Evaluate overall company performance by gathering, analysing and interpreting data and metrics
- Design system to provide timely, accurate and complete reports on the operating condition of the company
- Provide training to Managers on process and system optimisation for new processes to ensure sustainability
- Work with Managers in the development of financial and budgetary plans
- Study and analyse current WFH and Hybrid working model. Advice and implement plan for an optimal working model to suit organisation's strategic goals
- Implement data compliance policies by working closely with an outside Data Security advisor
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