Vice President - Client Operations - BPO

Location : Bangalore

Areas of Responsibilities :

Role involves Coordination and Partnering with the client. Anchors the key internal/external meetings & initiatives. Resource planning, review of process, process transformation, and manages client interactions around technical and commercial aspects with the objective identifying opportunities and implementing solution.

- Monitor governance adherence within the engagement and meet client & business requirements WITHIN the guidelines, policies and norms. Handle Global Operations for the client across all 8 global locations. Senior/CXO levels interactions at client ends.

- Handle all facets of operation, HR, Hiring, Finance, Facilities, and Technology Infrastructure etc.

- Work closely with sales and Account Management team to increase revenue

- Maintain and build contacts with stakeholders supporting the client on Technology.

- Ability to speak at different forums at the client side and ability to address large crowds internally as well as client senior folks.

- Sign off on the training /certification methodology at the engagement level in order to ensure right skilling on engagement.

- Co-ordinate resource deployment across all processes for the engagement (Team Size, Span, Shift Utilization, Skill sets, technology rollout) in order to ensure budget & pricing assumptions compliance

- Identify training needs for operation managers and signs off on the engagement training plan in order to ensure competency development across domain, operations and behavioral

- Prepare internal and external governance model in order to track and monitor contractual compliance, employee engagement, performance and relationship health

- Sign off on the service quality plan including the quality control, assurance and improvement in order to create a comprehensive quality program for the engagement

- Create the scorecard for the engagement and ensure flow down for the team, in order to align the team with the engagement objectives

- Create career development & succession planning for direct reportees, reviews the career development methodology for the engagement in order to ensure sustainable employee engagement & motivation in the engagement.

- Conduct periodic reviews with ops managers and drives corrective action where required in order to ensure delivery predictability

- Ensure compliance to the governance model and builds long term relationship with stake holders in order to ensure strong customer relationships and enhance business

- Conduct monthly financial review with direct reportees and BU head, takes corrective actions in order to ensure meeting of business plan objectives

- Anchor the key internal and external governance meetings, Monitors adherence within engagement in order to sustain delivery predictability

- Approve resource for process reengineering, validates the results and manages client interactions around technical and commercial aspects in order to meet client and internal commitments on a continuous basis

- Identify opportunities for work redesign, work flow enhancement, shift utilization, Staff mix, and staff utilization in order to meet / exceed internal financial goals

- Prepare the engagement team for self-assessment, actively participates in independent assessments in order to ensure delivery predictability for the engagement

Job Requirements :

- MBA with Minimum defined grades

- 13 - 15+ years of experience with Operations, BPO experience in managing Operations for Global clients

- Must have managed large client engagements servicing a global clientele in a Global Delivery model while managing provider and client stakeholders across Geos.

- Proven ability to manage large teams across Global locations. Minimum handled a team of 800 to 900 people, across multiple global locations

- Functional Knowledge of key BPO services including Customer Services, Sales & Fulfillment, F&A, S&P, O2C etc

- Knowledge of SLAs, Governance, Effort estimation, MSA and Contractual nuances including Risk, Information security, Policies and procedures

Skills required : Analytical Skills, Negotiation Skills, Leadership skills, Cross cultural skills, Presentation Skills