Vice President - Service Delivery - BPO

Experience & Qualifications :

- 15+ years experience in the BPO industry . Must have handled Collections process

- Must have handled at least 500+ FTEs

- Should be currently in Director/ Senior Director/ AVP/ VP role in Operations

- Graduate/Post Graduate or equivalent

Specialities :

- Operations and Performance management

- Migrations / Setup start-up projects

- Planning & Budgeting revenues and controls

- Client Relationship Management

- Process and people related change management

- Farming within existing engagements

Key Responsibilities :

- Handling P & L Management, Service Delivery, Client Relationship and Internal Stakeholder Management

- Heading the offshore Service delivery of AR Denials Management , AR Follow up, Claim Processing , AR Ageing , EDI- Clearing House Rejects etc

- Implement programs to ensure attainment of business plan for growth and profit

- Provide directions and structure for operating units

- Implement improved processes and management methods to generate higher ROI and workflow optimization

- Provide mentoring and guidance to subordinates and other employees

- Responsible for managing multiple accounts with a strength of 1000+ employees

- Looking after end to end management of program covering multiple work streams with a total span

- Facilitating process re-engineering and improvements to enhance customer engagement

- Generating new prospects for the organisation to showcase capabilities

- Ensuring attrition control & job enrichment at process levels