Vice President - Finance & Accounting Domain - BPO/KPO

Vice PresidentFinance & Accounting

Purpose of the Job:

- Oversee the day to day running of the Business.

- Develops industry's customer service standards with respect to timeliness, content and style.

- Performs gap analysis to identify areas where our performance does not meet our standard, and establishes action plan by month to eliminate gaps.

- Recommends product/service enhancements to add value to our offerings.

- Identifies process optimization and cost reduction opportunities in collaboration with the Process Improvement team based on client feedback, other relevant data sources.

- Create and maintain appropriate organization structure and staffing levels.

- Responsible for retention of staff and minimizing attrition in the division.

Key Result Areas (Principal Accountabilities):

- Responsible to keep the attrition at minimum and engagement in high performing zone.

- Create and maintain a winning culture in their global division and ensure a positive employee experience. Supports the WCAT and follows through with Company initiatives to drive winning culture.

- Capacity building, capability building, reviews of manpower utilization & ensure that Manpower is fully & effectively utilized on daily basis.

- Closely monitor the process wise quality issues & take necessary action to improve & stabilize the process.

- Trouble shooting & Manage escalations.

- Ensure customer satisfaction. Owning CSAT.

- Team Management and Training and development of staff.

- Provide guidance for an efficient and high-quality functioning team; promote synergy and best practice sharing amongst resources.

- Drive collaboration with stakeholders in managing high standards of communication and delivering best in class services.

- Provide guidance in methodologies and processes to enable enhancement of delivery.

- Productivity & quality improvements on a continuous basis.

- Driving a culture of Delivery Excellence and moving up the maturity to be best in class.

- Develop winning culture within the team.

- Work on new prospects/ clients and need basis requirements.

Knowledge and Skills:

- Smart and dynamic.

- Preferably if have worked on US accounting in past work experience.

- BPO/KPO/Captive background.

- Ready to work in continuous US hours.

- Excellent leadership skills & Domain knowledge.

- Eight or more years' management experience, ability to manage priorities and functions, strong human relations and communication skills, and industry expertise and relationships.

- Transition knowledge.

Educational Qualifications: CA / CPA / CIMA / CWA, MBA Finance.

Work Experience: 10-15 years Post graduation or 8-10 years post professional qualification.

Extent of Public Contact:

- Frequently serves as a representative of QBSS to various organizations within the community, displaying courtesy, tact, consideration, and discretion in all interactions.

- Continually serves as a representative of QBSS to the contract corporate groups, displaying courtesy, tact, consideration, and discretion in all interactions.

- Frequently negotiates contracts, answers questions from accounting & other staff, and interacts with division corporate staff.

- Position requires direct one-on-one as well as group basis interaction with LOB management team.