
Operational Excellence Leader
2 days ago
We seek an experienced professional to oversee end-to-end operations, ensuring alignment with contractual obligations and service excellence for a premium client.
Key Responsibilities:
- Operational Improvement: Lead operational improvements, optimize resource allocation, and track progress against business goals.
- Domain Capability Enhancement: Strengthen domain capabilities through continuous improvement and talent development.
- Strategic Planning: Develop strategies aligned with growth objectives. Lead cross-functional planning for budgets, expansion, service design, operational costs, and hiring.
- Innovation & Value Addition: Lead innovation initiatives and value-added efforts in partnership with the client.
- Profitability Management: Manage business operations profitability, including strategic plans to drive profitability and growth.
- Team Management: Oversee a large team. Enhance organizational efficiency, build scalable processes, and align delivery capabilities with pipeline demand.
- Client Satisfaction: Act as the 'Voice of the Customer' by building strong client relationships and ensuring high levels of satisfaction.
Required Skills and Qualifications:
- Experience: 15+ years of experience in operations within a BPO/Outsourcing space in customer service domain.
- Industry Knowledge: Strong understanding of business trends, emerging technologies, and industry best practices.
- Analytical Acumen: Ability to streamline complex processes and make data-driven decisions.
- Leadership: Proven success in leading large teams, attracting and developing talent, and fostering a high-performance culture.
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