Business Operations Head
2 weeks ago
As the Business Operations Head at CogentHub Private Limited, you will be responsible for managing the overall business strategy and driving operational improvements. This includes optimizing resource allocation, improving operational effectiveness, and measuring progress against business goals. You will also be responsible for managing high-performance teams, improving organizational efficiencies, and building scalable business processes and infrastructure. Your vision and leadership will be essential in driving the growth and success of the organization.
Key Responsibilities:
• Manage P&L of the business operations, including the development and execution of the overall business strategy.
• Maintain and grow revenue of program(s); responsible for profitability including revenue, margins, billing, seat utilization, and retention.
• Drive operational improvements, including optimizing resource allocation within and across teams, improving operational effectiveness, quality, and performance against SLAs, and measuring progress against business goals.
• Manage high-performance teams, improve organizational efficiencies, build scalable business processes and infrastructure. Help align delivery capability to pipeline demand. Design and run scaled operations with a data-oriented approach.
• Provide vision and leadership for 14+ years of operations experience within a BPO/Contact Centre with last few years managing and running the operation.
Required Skills:
• Good communication skills, with international BPO experience.
• Assertive with high energy levels.
• Strong interpersonal skills and ability to interact effectively with stakeholders.
• Result orientation, process-oriented, ability to handle stress, and ability to motivate.
• Working knowledge of budgeting, cost estimating, capacity utilization.
• Knowledge of organizational structure, workflow, and operating procedures.
• Leadership, analytical, people management, and presentation skills.
• Should be an expert in managing delivery.
• Ability to coach, provide effective feedback, and develop action plans, which maximize performance.
• Ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal.
Desired Skills:
• MBA/PG degree would be an advantage.
• Experience of managing multiple LOBs and clients.
• Experience of managing P&L, cost management, driving performance, and growing businesses.
• Experience with a matrix-driven global organization.
• Proven track record of building strong relationships with stakeholders.
• Strong internal client-facing skills with excellent communication, negotiation, and conflict management skills.
• Analytical acumen and the ability to streamline complex processes.
• Excellent English communication and the ability to deal with global customers and stakeholders.
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