Tata BSS - AVP - Operations

Position Summary

- Customer Account management, delivering Key Performance Metrics through diverse geographies and Lines of Business. Accountable for Profit and loss for the account. People management & drive Organizational objectives.

Role

SLA/KPI compliance

- Initiate, drive, lead, oversee & manage a framework to achieve business targets consistently.

- Facilitate collaboration sessions, resource allocation, adjust priorities, communicate status, promote visibility and ensure deliverables remain on target.

Productivity

- Responsible for the design, development and implementation of initiatives that improve productivity, efficiency and service levels.

- Monitor productivity indicators showcased in MIS reports & take corrective actions whenever required to reduce anticipatory business impact.

Client Focus

- Managing a portfolio of top tier corporate customers being the single point of service contact for these customers.

- Working closely with operations managers in providing excellent and differentiated customer service to regional and local customers.

- Understanding the client’s day to day operational activities and business needs to identify potential cross sell opportunities and implement improvement initiatives to streamline operational processes.

Process Standardization

- Proactively recognize when to change and/or re-design processes/procedures to prevent errors and to meet requirements and business goals.

- Keep all operational guidelines updated and ensure adherence to standards, procedures and also identify risk mitigates wherever there is a control issue.

People Management and Team development

- Analyzing performance of team members and enable a constructive feedback mechanism to achieve continuous improvement.

- Recognize & reward individual high performance while encouraging mutual collaboration and team work.

- Build a high performing team of capable & potential individuals to achieve all business requirements irrespective of challenges & constraints.

Profitability

- Taking necessary steps to reduce cost by efficiently using resources and improve process profitability.

- Conduct monthly reviews with Team Managers to drive cost consciousness and optimum utilization of resources, re-visit expenses overhead and design strategy for reducing unwanted/controllable costs.

Person Specifications

Minimum 12 Years of experience, Should have large, distributed, Domestic contact Center experience for 5 years. Well versed with Operations and enabling functions like Training, quality. Articulate and ability to handle client relationships under BAU and Transition modes. Ability to understand cost drivers and control.

Please send your application along with Compensation details (CTC, Expectation, Notice Period)

Contact
Gorthi