Thriwe - AVP - Business Operations

Company Name: Thriwe Consulting Pvt. Ltd.

Position: AVP - Business Operations

No. Of Opening: 1

Experience: 12+ Years

Salary: Market Standard

Working Location: Rajendra Place

About Thriwe:

Thriwe is a technology driven, one-stop solution for Loyalty & Benefits, catering to both National and International Markets. Founded in the year 2011 with headquarters in India and offices across UAE, Singapore, and Saudi Arabia; Thriwe provides an ecosystem that delivers premium Customer Acquisition, Retention, & Allegiance services to the world's leading Financial Institutions & Card Networks. With over 1,00,000+ partner associations and service delivery presence in 130 countries worldwide, we empower clients to invigorate engagement with their most valuable customers.

Overview:

- The AVP - Operations will play a pivotal role in driving strategic initiatives, optimizing business processes, and enhancing operational efficiency.

- You will be responsible for analyzing existing processes, identifying areas of improvement, and implementing solutions to ensure operational excellence.

- The role includes managing specific departments or working across departments to develop SOPs, drive automation, and foster a culture of continuous improvement and customer satisfaction.

Key Responsibilities:

Operational Strategy & Excellence

- Analyze current operations and processes to identify inefficiencies, gaps, and potential risk areas.

- Develop and implement Standard Operating Procedures (SOPs) to standardize and streamline operations.

- Lead initiatives to drive automation and process improvement in collaboration with technology teams.

- Monitor key performance indicators (KPIs) to measure operational effectiveness and identify improvement areas.

- Implement robust auditing and reporting processes, ensuring adherence to internal controls and compliance standards.

Team Leadership & Development

- Manage and mentor operational teams, ensuring alignment with organizational goals and fostering a high-performance culture.

- Ensure effective collaboration across departments to drive organizational success.

- Create performance recognition programs to encourage motivation and high productivity among team members.

- Develop capacity planning strategies and allocate resources efficiently to meet organizational demands.

Customer Service & Satisfaction

- Build a customer-centric culture across operations, focusing on delivering high levels of customer satisfaction.

- Implement processes to ensure timely resolution of customer issues and escalation management.

- Develop performance tracking systems for customer interactions and ensure consistent quality control.

- dentify opportunities to enhance customer service processes and implement strategies for improvement.

Process Optimization & Continuous Improvement

- Conduct thorough reviews of operational processes to identify inefficiencies and opportunities for cost reduction.

- Lead projects focused on enhancing productivity, reducing operational costs, and driving sustainable growth.

- Partner with other departments to transition new processes and ensure smooth implementation.

- Monitor and evaluate the effectiveness of newly implemented processes to ensure long-term success.

Audit & Compliance

- Introduce regular audit mechanisms to ensure compliance with organizational standards and industry best practices.

- Foster a strong maker-checker culture to maintain accountability and reduce errors or risks.

- Ensure that all operational functions comply with applicable legal and regulatory requirements.

Cost Management & Budgeting

- Manage operational budgets, ensuring cost-effective utilization of resources.

- Oversee financial forecasting and reporting for operational activities, ensuring alignment with financial objectives.

- Implement cost-saving measures and drive initiatives to optimize budget utilization.

Qualifications & Skills

- Bachelor's degree in Operations Management, Business Administration, or a related field. Master's degree preferred.

- 15+ years of experience in Operations and Customer Care Management, with a track record of driving process improvements and leading large teams. Exposure to call center management will be a plus.

- Strong analytical skills with the ability to identify and solve complex operational problems.

- Proven experience in developing and implementing SOPs, driving automation, and leading cross-functional initiatives.

- Expertise in customer service management and driving high customer satisfaction.

- Strong leadership, communication, and team-building skills.

- Knowledge of operational auditing, compliance standards, and risk management.

- Experience in managing budgets and optimizing operational costs.

Key Competencies

- Strategic thinking and problem-solving

- Leadership and team development

- Strong communication and stakeholder management

- Operational excellence and continuous improvement mindset

- Customer service focus

- Financial acumen and budget management