AVP - Operations Manager - BPO (15-22 yrs)

2 weeks ago

Delhi NCRNoida, India iimjobs Full time
AVP Operations Manager

Job Summary:
AVP Operation Manager


The Assistant Vice President (AVP) of Operations is responsible for overseeing and managing the day-to-day operations of various business processes within the organization.

He will play a key role in managing teams, optimizing processes, and implementing strategies to drive productivity and achieve business objectives.

He will play a crucial role in driving the growth and success by implementing best practices, fostering a culture of excellence, and exceeding client expectations.

An out-of-the-box thinker committed towards the growth of people within the organization.

Key Responsibilities :

Leadership and Team Management:

  • Provide leadership, direction, and guidance to a team of Operations, facilities, Client management.
  • Foster a culture of collaboration, innovation, and continuous improvement within the operations team.
  • Develop and mentor team members to enhance their skills and capabilities.

Operational Excellence:

  • Develop and implement strategies to optimize operational processes and improve efficiency.
  • Monitor and analyze key performance metrics to identify areas for improvement and implement corrective actions as needed.
  • Ensure compliance with client service level agreements (SLAs) and contractual obligations.
  • Drive initiatives to enhance quality, productivity, and costeffectiveness across all operational functions.
  • Regularly monitor key performance indicators (KPIs) and metrics to track progress and make datadriven decisions.

Client Relationship Management:

  • Serve as the primary point of contact for clients regarding operational issues, escalations, and service delivery.
  • Build and maintain strong relationships with clients through regular communication, meetings, and performance reviews.
  • Collaborate with clients to understand their business needs and requirements, and proactively identify opportunities for service enhancement and expansion.

Risk Management and Compliance:

  • Implement and enforce operational policies, procedures, and best practices to mitigate risks and ensure compliance with regulatory requirements.
  • Conduct regular audits and assessments to identify compliance gaps and areas of operational risk.
  • Work closely with internal stakeholders, such as legal, compliance, and risk management teams, to address issues and implement solutions.

Quality Assurance & Data:

  • Drive continuous quality improvement through strategy, quality management systems and metrics for measurable results to achieve customer delight
  • Conduct regular quality audits to assess service delivery and identify areas for enhancement.

Resource Planning and Allocation:

  • Optimize resource allocation based on workload forecasts, client requirements, and staffing availability.
  • Participate in hiring and provide capacity planning/hiring feedback and forecasting Coordinate with HR to recruit, onboard, and train new team members as needed.
  • Maintain appropriate staffing levels to meet operational demands while controlling costs.

Strategic Planning and Execution:

  • Contribute to the development of the overall business strategy and objectives.
  • Develop and execute operational plans aligned with the organization's strategic goals and objectives.
  • Monitor industry trends and market dynamics to identify opportunities for business growth and expansion.

Qualifications and Experience:

  • Bachelor's degree in business administration, management, or a related field. MBA preferred.
  • Proven experience 1522 years in a senior leadership role within the BPO industry, with a focus on operations management.
  • Strong understanding of BPO processes, technologies, and best practices.
  • Excellent leadership, communication, and interpersonal skills.
  • Demonstrated ability to drive operational excellence, manage client relationships, and deliver results in a fastpaced environment.
  • Knowledge of regulatory requirements and compliance standards relevant to the BPO industry.

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