Vice President - Operations - ITES

Vice President - Operations

Location - Mumbai

This individual will direct and develop director/manager-level department heads in several operational divisions and call centers in Mumbai. The Company is a Leader in US/ UK/ Canada/ International markets in its segment. Its operations in India, is located in Mumbai.

ROLES AND RESPONSIBILITY:

- Define and drive strategic initiatives that result in improvements in companies service offering and customer support

- Manage day-to-day overall operational execution to enhance cost control, profitability, quality, productivity and efficiency throughout the company's operations departments.

- Full accountability for identification of operational issues resulting from quality audits and/or - Voice of the Customer- as well as accountability for systemic issue resolution

- Ensure performance of Mumbai operations is made - easy to see- to US operational leadership, US client relations leadership, and US executive committee. Present suggestions to executive team for consideration that would improve operational performance and deliver ROI.

- Liaise with the management of Mumbai Quality Center of Excellence that has QA functions under a single independently run team. Lead Kaizen or DMAIC efforts that will help to define what quality aspects need to be measured and improve sigma quality levels for all company processes as well as overall order fulfillment sigma level.

- Work with Client Relations leadership in US (your business partners) to ensure we deliver to our SLA commitments, responsive to the changing needs of our customers and proactively improving productivity and sigma quality levels.

- Develop and coach a strong and cohesive operations leadership team. Assure all hourly employees receive the proper training, feedback and support to achieve their objectives and deliver on customer requirements.

- Build, develop and manage operations leadership team capable of carrying out needed operations strategies while improving employee relations and retention.

- Assure master production schedule is coordinated with all support departments and integrated with the overall company's transaction/volume expectations.

- Construct detailed business cases and financial models and accompanying executive presentations for proposed operations improvement initiatives. Facilitate the development and implementation of metrics/reports to measure the success of business improvement initiatives.

- Oversee operations budget & work with Finance Controllers (in US/ UK/ Canada/ International and Mumbai) to ensure compliance with organizational expenditure requirements. Experience of working in third-party BPO or captive off-shore operations is pre-requisite.

- Possess strong management, organizational, planning and interpersonal and communication skills with the ability to manage multiple priorities

- Interact regularly with executive team and individual department heads in New York to ensure that company's operational priorities are aligned with total company mission, vision, values and direction.

- Participate in vendor negotiations to ensure product relevance and cost-efficiency.

QUALIFICATION:

- Bachelor's degree / MBA preferred.

SKILLS / KNOWLEDGE:

- Extensive executive-level operations leadership and management experience.

- Very strong interpersonal relationship, team building, collaboration and facilitation skills. Experience developing effective communication mechanisms between India and US a strong plus.

- Candidate should possess superior problem solving capabilities and must be able to demonstrate the ability to produce results given challenging situations.

- Proven experience in examining and re-engineering operations and procedures, formulating policy and developing and implementing new strategies and procedures

- Track record of improvements in productivity and quality

- Candidate should be able to work across multiple departments to identify and implement optimal solutions for the organization, often brokering conflicts.

- Individual has proven team management and team building skills, as well as excellent leadership ability.

- Excellent written and verbal communication skills as well as the ability to lead projects across multiple functional areas are essential

- Possess a balance of strategic visioning skills and the ability to deliver on tactical requirements.

- Highly organized, with proven delivery of projects on schedule and on budget.

- Experience with LEAN manufacturing systems applied in a service environment

- Completion of DMAIC projects

- Conflict resolution and/or mediation skills are required

- Work effectively with a wide range of constituencies in a diverse organization

- Excellent analytic, reporting and computer skills are a must

- Strong Business Case Development and Financial Modeling Skills

- Experience identifying and managing the business functionality and process dependencies/requirements across and between multi-tiered systems architectures (order receipt, order fulfillment, workflow management, and interfaces to external data repositories and systems).

- 6 Sigma / Lean expertise a plus

EXPERIENCE:

1. At least 15+ years of Operational experience with atleast 7 years in the BPO (voice/non-voice) environment

2. At least 6 years experience managing resources in one or more of the following areas: management consulting, operations consulting, systems consulting, systems project management, business analysis or complex operational problem solving (e.g., team of consultants)