Vice President Operations

2 weeks ago

Navi Mumbai, Maharashtra, India 1Point1 Full time

POSITION: Vice President- Service Delivery / Operations.

Level: L-8

Location: Navi Mumbai, India

Department: Service Delivery

Reports To: Head SD - India

Job Type: Full Time / Permanent

Salary: 25 lacs to 40 Lacs CTC (Compensation won't be a constraint for the right candidate)

Education Qualification: A bachelor's degree or equivalent from a university. MBA (Marketing/Sales) from a premium B school will be an added advantage.

Work Experience: 15-20 yrs

Purpose:

As the Vice President (VP) of Operations, you will be responsible for overseeing the operational strategy, ensuring service delivery excellence, and driving performance metrics across our BPO services. You will play a pivotal role in managing client relationships, operational processes, and team leadership, ensuring we maintain the highest standards in a fast-paced environment.

Key Responsibilities:

Operational Leadership and KPI Management: Oversee and manage the operations across multiple sites within the India region, ensuring seamless service delivery and operational excellence on business KPI's.

Revenue and Client Retention: Drive monthly revenue targets by actively fostering strong client relationships, implementing upselling and cross-selling strategies, and ensuring positive retention rates through proactive client engagement.

Team Leadership and Coaching: Lead and mentor operational teams, including site managers, account managers, and other key stakeholders, ensuring they meet client expectations and performance goals. Act as a Subject Matter Expert (SME) to guide teams in delivering outstanding customer service.

Process Development and Standardization: Collaborate with the management team to define, implement, and continuously improve operational processes, ensuring industry-leading benchmarks and KPIs are consistently met across all sites.

Strategic Growth and Account Expansion: Develop and execute strategies for upselling, cross-selling, and expanding existing accounts, while nurturing strong relationships with key clients to drive long-term business growth.

Performance Monitoring and Reporting: Track and report on the performance of operations, including monthly and quarterly deliveries, operational initiatives, and key performance metrics. Present insights to both internal and client teams for continuous improvement.

End-to-End Project Delivery Ownership: Take full ownership of delivering large-scale, enterprise-level projects, ensuring that deadlines, quality standards, and client expectations are consistently met.

Client and Vendor Management: Oversee client on boarding, manage vendor relationships, and ensure smooth coordination between various stakeholders for seamless project execution.

Data-Driven Decision Making: Utilize analytics and performance metrics to drive operational decisions, identify areas for improvement, and make corrective actions to optimize service delivery and business outcomes.

Customer Satisfaction and Relationship Enhancement: Leverage tools like NPS (Net Promoter Score) and CSAT (Customer Satisfaction) surveys to track client feedback, identify potential issues, and implement strategies to improve customer satisfaction and reduce churn.

Process Improvement and Operational Excellence: Continuously seek opportunities for process improvements and operational efficiencies across the organization, driving operational excellence through innovative solutions.

Skills and Qualifications:

Experience: 15-20 years of experience in BPO operations management (preferably Domestic BPO), with a proven track record of managing large teams and driving operational success.

  • Leadership: Strong leadership skills with the ability to influence, motivate, and lead cross-functional teams.
  • Client Focus: Experience managing key client relationships in a BPO setting.
  • Strategic Thinking: Ability to think critically and strategically, aligning operational processes with business objectives.
  • Financial Acumen: Experience managing P&L, budgets, and financial performance in a large-scale operation.
  • Industry Knowledge: Strong understanding of the BPO industry, including best practices, service delivery models, and key performance metrics.
  • Communication: Excellent verbal and written communication skills with the ability to present to senior executives and clients.
  • Problem-solving: Strong problem-solving and decision-making skills, with the ability to handle complex operational issues.

Benefits:

  • Competitive salary and benefits.
  • Exposure to cutting-edge operational technologies and strategies.
  • Opportunities for career advancement within a global organization.
  • A dynamic, fast-paced, and collaborative work environment.

Working Hours

Monday to Saturday (2 Sat Off and 2 Sat W@H basis the policy)

Interested?

Email cover letter resume and resume listing one reference

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