Site Head - BPO Operations

About the company :

This Canadian MNC is a business and technology outsourcing company with headquarters in Toronto, Canada; Detroit, USA; and Bangalore, India.With 21,000 employees (as of March 2014) and 35 operations centers in Canada, Germany, Hungary, India, Jamaica, the Philippines, the United Kingdom, and the United States.

Shift Timings :

Day shift, may span from 10 Am to 11 Pm

Reporting Structure :

The Site head reports to the Chief Delivery Officer, Finance and Accounting Operations and will be responsible for the following activities:

Responsibility :

Customer Focus :

- Strive to delight the client and not just manage SLA's

- Perform tasks that add value to the customer

- Constant client communication to obtain feedback on deliverable

- Regular updates to the Client in the form of Conference calls, Summary reports etc

Team Management :

- Identify Training and development to staff to enhance professional and personal productivity per person

- Adopt participate decision making methodology

- Interpersonal management to increase productivity in the work place

- Attrition management

- Knowledge management

Revenue & Cost management :

- Closely manage current clientele to avoid any leakage of revenue

- Constantly strive to explore new opportunities with existing clientele revenue

- Control client contracts & initiate price increase discussions

- Optimum utilization of resources (control over Pool staff, shifts etc)

Process Re-engineering :

- Work closely with the COE/BE team to drive various initiatives

a) !mint

b) Six sigma & Lean

c) ISO / ISMS

d) Performance management

Sales & Solutions :

- Support the solutions team with collaterals/case studies on process managed

- Strengthen sector knowledge so as deliver value adds to the existing & prospective clients

- Provide sales leads to Sales team through client referrals

New Business :

- Ensure smooth transitioning of new clients or new processes of existing clients

- Establish SLA's and monitor their execution

Qualification :

- Qualified Accountant, MBA

Experience :

- Vintage of - 10-12 years in Accounting

- Must have managed operations for medium sized business/teams for - 5 years (BPO background preferable)