Head - Operations Management - BPO - IIT/NIT/IIM/XLRI/FMS/MDI

Candidate Profile :

The ideal candidate must have extensive experience in various functions of an organization of growth, with an understanding of the complexity and nuances of each of the functions. The candidate will bring in high operational excellence, eye for cost management and optimization, safety and process orientation. He must have high service excellence and execution focus. An experience in handling shared services across multiple verticals/ geographies will help here. The incumbent needs to be a champion of change management and should have an exemplary record of transforming organisations using various such techniques.

Qualification :

- BE+ MBA from premier institute.

- 12-16 years of relevant experience in reputed organization.

- Six Sigma Certification will be an added advantage.

Preferred Industry : BPO/Call Center

Job Details :

Head Operations role would broadly be responsible for following 5 areas :

1. Cost Management : Optimizing cost of running operations

- By designing and implementing key business processes and their monitoring mechanisms.

- By implementing continuous improvement & Lean initiatives using Six Sigma & Kaizen methodologies

2. Partner and Consumer Experience :

- Design and implement frameworks for acquiring high quality partners using partner assessments, and performance dashboard.

- Create best in class Partner and Consumer experience through high service standards and product roll outs supporting partner transaction.

- Responsible for providing on call support to partners on their day to day queries and resolving them through various touch points ( inbound and outbound)

3. Process Excellence, Quality & Compliance : Implement frameworks for Quality and process audits and building a DNA of Quality across the organisation

4. Safety : Build Safety first organisation for all initiatives and compliances

5. People & Culture : Build high performance culture in the team