Site Head - FAO - Operation - BPO

CA Site Head - FAO Operations, Bangalore-BPO

Designation to be hired : AGM/GM

Mandatory Qualification: CA & managed BPO/FAO/KPO Accounts Payables

Sr Managers/AGMs with min 10-12 years overall experience & handling a overall span of about 70+ resources could apply

The Site head reports to the CDO, FAO and will be responsible for the following activities :

JD :

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 deliverables

- 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 - A- revenue

- Constantly strive to explore new opportunities with existing clientele - - B- 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

- !mint

- Six sigma & Lean

- ISO / ISMS

- 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)