Service Delivery Leader - BPO

Job Description

Is there anything like a ‘perfect’ job? Read on to see if this fits your bill:

- A job that is not only different, but which makes a difference, to the growth and development of the country, to businesses and to local communities

- Where you help create employment for local youth in their own place, thus checking migration

- You are part of a team which will lead the organisation to the next level of growth, with massive expansion plans

- Where your colleagues are simple, hardworking and committed people with whom you can forge lifelong relationships

- A job that brings out the true leader in you, where people look up to you as a mentor and role model

- Be a part of something innovative, socially relevant, modern yet grounded to the roots, with a huge potential to scale up

- Brings out the entrepreneur in you, challenges you every day, brings you new responsibilities, puts you in control, makes you think on your feet and take critical decisions

- A job where the quality of life and peace of mind are as important as the numbers you chase. The locations and the team you work with itself ensures that it is achieved, and the sense of giving back to the society and contributing to a cause through your work gives you the satisfaction that few other jobs can provide

- Away from the concrete jungles that you have always worked in, but in the serene and tranquil locations nestled in the hills

The New Growth Frontier for Indian IT-BPO

Impact Sourcing: Outsourcing that benefits disadvantaged individuals in low employment areas. It looks beyond the common source of supply for traditional outsourcing to provide higher-income employment and access to new income opportunities to individuals that might not otherwise be employed in this sector.

One of the greatest issues facing developing countries is a growing population in need of employment. To employ youth entering the workforce and help decrease unemployment among the young by 50 percent, over 700 million jobs will need to be created by 2020.

Impact Sourcing is one potential solution to the issues and opportunities present globally today. By providing previously unavailable employment opportunities to talented resource pools through Impact Sourcing, individuals, businesses and society benefit from harnessing untapped skills.

Presently, rural BPOs have a very small share of the country's aggregate BPO industry revenue; however, trends indicate their significant potential for growth in the near future. With companies setting up centers in rural areas and training and recruiting rural communities, rural BPOs stand a fair chance of proving their potential soon. More and more companies are showing interest in setting up centers in rural areas primarily to cut down expenditures on training, compensation, logistics and infrastructure.

B2R and a handful of similar firms are trying to offer an alternative road map for Indian economic growth. B2R Technologies (www.b2r.in) is a Rural BPO business based out of Uttarakhand. Business-To-Rural (B2R) is focused on rural livelihood creation utilizing outsourcing opportunities to create sustainable employment and envisages setting up clusters of rural BPO service delivery centers in a hub-and-spoke arrangement to provide business support services to the domestic, and at a later stage to international clients. The Company has been set up with three key objectives:

1. Making a social impact in rural India by generating employment that will enable rural youth and other educated unemployed to earn a decent income at walking distances from their villages; hence also in a small way reverse the migration to the cities.

2. Create a best in class BPO delivery capability in rural Uttarakhand and through that create a profitable business.

3. Facilitate & contribute to integrated development of other capacity in the villages by investing 33% of the profits generated by B2R back into the community within these villages. This will be done through the twin routes of implementing village-chosen projects and by contributing to community projects as needed by the region implemented through like-minded NGOs.

- The aim is to offer a low-cost, best-in-class service delivery footprint to cater to the outsourcing needs of Indian businesses in the Insurance, Financial Services and Publishing industries. Services would be focused more on back office functions but over time include contact centre as well.

- This initiative has been set up by a team of committed individuals who amongst them have significant experience in BPO, IT and Training. The team has also secured funding for the next 2 years and is now ready to scale its operations.

- The company currently has five centers currently operational in District Nainital, Uttarakhand - in village Simayal (near Nathuwakhan), village Sashbani (near Bhateliya), village Chimmi (near Suyalbari), village Jhutiya (near Talla Ramgarh) and village Simalkha (near Betalghat). Work is underway to operationalize “readiness to serve” for the next 2 centres in line with the plan to expand to more than a 50 centres over the next 5 years. B2R’s people strength is currently 250+ spread across Uttarakhand and the NCR. Most of the team in Uttarakhand is in Operations (Team Members, Team Leaders, and Operations Manager). In addition, there are a small number of people at Uttarakhand supporting Operations (Training, Quality, Subject Matter Experts and Admin). The remaining staff is in the NCR and is mobile and primarily focused on business acquisition.

- B2R has been in operation for nearly four years and has several steady clients in key focused verticals such as Publishing, Legal, F & A, and e-commerce. Regular & consistent work is being performed for domestic & international clients in the area of XML & E-books conversion, Data abstraction & coding, financial statements management and online catalogue creation. The current focus is to ramp up delivery capacity to match demand while maintaining quality to stringent SLAs. Several pilots are in the pipeline as clients’ expectations are finalized for diverse areas – from F & A, high-end electronic conversions to loan approval management.

Job Description for Service Delivery Leader

- The role requires a Leader with an extensive experience of Service Delivery Management with a genuine interest in developing People. Primary Goal of the role is to enable the successful carrying out of BPO operations in remote rural areas, while upholding B2R’s Values. It encompasses contribution both at a strategic level as well as operational level. Candidate will have to focus on Client Operations and on enabling people (mix of Rural and Urban youth) to manage Client Operations.

A. Main Accountabilities

1. Enabling People

a. Motivates, develops and coaches other service delivery employees (team) to manage Client Operations

i. Enable people to conduct One to Ones with their team members

ii. Develop people to conduct performance reviews

iii. Provide insight to people on nuances of Client Relationship and help them develop the attitude and consequently behaviour that drives it on daily basis

iv. Coach, mentor, and develop staff, including overseeing new employee onboarding and providing career development planning and opportunities.

v. Empower employees to take responsibility for their jobs and goals. Delegate responsibility and expect accountability and regular feedback.

vi. Consciously create a workplace culture that is consistent with the overall organization's vision and values- Promote and Lead Organizational Values

vii. Lead employees to meet the organization's expectations for productivity, quality, and people satisfaction.

2. Delivery and Maintaining Quality

a. Service delivery related- Deliver existing work

i. Responsible for overall service levels of client business processes running in the centre

ii. Resource planning and standardizing processes to ensure consistent predictable output as per internal SLAs (very crucial as we expand to large number of centers).

iii. Daily work distribution & work management

iv. Management of staff availability (time as a crucial input resource)

v. Quality & Error Analysis – analysis of errors & give feedback at individual & team level

vi. Provides support to new business opportunities

vii. People management – responsible for performance management, attrition, team satisfaction

viii. Plan, evaluate, and improve the efficiency of business processes and procedures to enhance speed, quality, efficiency, and output.

B. Core Competencies and Attributes:

a. General

i. High degree of personal Integrity

b. Business Related

i. Operations generalist with sound understanding of running operations

ii. Outstanding communication skills both written and verbal

iii. Big Picture thinking with a fortitude/inclination to get into details

iv. Ability to think strategically, multi-task and meet deadlines

v. Strong analytic and decision making abilities.

c. People Related

i. Genuine Interest in developing people and making them succeed

ii. High emotional intelligence

iii. Ability to empathize and work with staff at all levels, while responsibly resolving critical issues

iv. Ability to work under pressure while not transferring it to others

v. Ability to walk the talk

C. Mandatory Requirement:

a. Location

i. Should be willing to relocate (Spend 80% of time at the sites) in Uttarakhand

ii. Candidate will be required to travel among various sites in Uttarakhand

D. Qualifications & Experience:

a. Should have at least 10-12 plus years of experience, of which at least significant part needs to be in Business Process Outsourcing

b. Preferably earlier roles should include exposure to BPO operations as well as strong grounding in quality and training

c. Extensive client interaction, domestic or international

d. Successful coaching/people enabling experience

e. Exposure to technology platforms and infrastructure to help create appropriate delivery solutions.

E. Compensation:

a. Compensation will commensurate with experience and will include performance-linked variable component payable monthly.

for more information pls visit our website www.b2r.in or you can also reach us via face book www.facebook.com/pages/B2R-Technologies/126348760749016

Interested applicants need to mail their resumes to HR@B2R.in