Vice President - Operations - BPO

The candidate should demonstrate strong leadership and team working skills along with excellent communication and client management.

Roles & Responsibilities:

- Shouldering the responsibility of leading the assigned business vertical.

- Overseeing all aspects of process metrics, quality, people metrics, and Client survey scores.

- Collaborating and working with other business leaders and functional leaders and leading quality and process improvement initiatives.

- Understanding client's business need and proposing appropriate solutions through strategic planning and process improvements.

- Monitoring overall functioning of processes, identifying improvement areas and implementing adequate measures

- Overseeing the internal growth & providing the career path for each of the team members after mapping their needs

- Building / review business scorecards, performance metrics, appropriately build action plans and share with Sr. leadership and clients

- To be mediator in between the clients and the management.

Key Requirements:

- Candidate should have experience of managing domestic processes.

- Experience in leadership, client interaction and customer service.

- Strong customer service, project management, and quality control skills.

- Good resource planning skills and customer satisfaction.

- Excellent leadership skills.

- Strong management skills and attention to detail.

- Should be able to handle big team size.

- Able to handle the P&L for the process/processes.

- Should have 15-25 years of experience in relevant industry (ITES)