Vice President - Operation Excellence - BPO/ITeS

Vice President - Operation Excellence

Primary Job Responsibilities:

- Alignment of quality & operational excellence with business strategy and the organization vision

- Shaping, and delivering organizational performance through a range of Quality management/Service quality practices that are driven by strategy, integrated with other processes and engrained as quality talent mindset

- To ensure process delivery is performed consistently and effectively according to established procedures, processes, guidelines and/or best practices

- Track and report performance on organizational objectives and engagement objectives (Balanced Scorecard) & drive productivity score of the assigned project on a regular basis

- Lead the central client support & process excellence teams

- Setup process documentation, SOPs and Quality function to constantly upgrade the client experience & service delivery

- Plan, monitor, and analyze key metrics for the day-to-day performance of client support agents to ensure effective and appropriate contacts

- Drive high productivity & efficiency in cost to serve through data first approach at all times

- Collaborate with sales leads & internal teams (supply, tech, finance) to deliver best onboarding & day-to-day fulfilment to IGT's clients

- Identifies and understands the quality needs of the various business units and conduct frequent needs analysis studies in collaboration with the various Managers to determine requirements

- Identifies areas of process improvement and works effectively within the organization to implement on a timely basis

- Closely interacts with Training, Operations and Account Managers to ensure clear expectations of the client and business needs, as well as communication of expectations for all direct reports

- Identify opportunities and create action plans to improve Customer Satisfaction (CSAT) and First Call Resolution (FCR), assign tasks, monitor implementation, and report milestones

- Provide solution-driven results by analyzing data using core concepts such as Basic Statistics and Lean Six Sigma

- Drive technological-based performance through data and resolve discrepancies by reducing cost throughout Operations

- Analyze and interpret customer interaction data to identify requirements and information related to customer experience

- Identify and implement process improvements as needed to optimize the customer experience. Improvements could be in any area that directly or indirectly impacts customer experience (eg, processes, systems, people/skillsets and training)

- Define and implement standards/procedures for ensuring optimal customer experience

- Work closely with the operations, quality and training teams and other team members to achieve best-in-class customer experience

Education and Essential Experience:

- Minimum of 18 years of professional experience in BPO/ITES/ Outsourcing industry with 10+ years of People Management & Operational Excellence

- Have handled multiple projects (Business process re-engineering, Six Sigma, Automation, Business Transformation etc.) with cross functional team across organization with significant business impact

Key Enablers:

- Must have experience managing international voice operations working with an international BPO company

- Demonstrated experience in managing a large team

- Ability to remotely manage multiple sites

- Excellent analytical skills

- Experience building and managing teams with proven success in maintaining clients during difficult times as well as successfully reducing and maintaining lower-than-industry-average attrition rates

- Good interpersonal skills, including teamwork, facilitation and negotiation

- Excellent communication skills (both written and oral)

- Ability to interact with all levels of management, business leaders and stakeholder

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds