Operational Excellence Director

1 day ago

Navi Mumbai, Maharashtra, India beBeeLeadership Full time US$ 9,00,000 - US$ 12,00,000
Operational Leadership

We are seeking an accomplished Operational Leader to spearhead our business strategy, driving operational excellence and customer satisfaction.

  • Operational Strategy: Develop, communicate, and execute a comprehensive operational plan, aligning with overall business objectives and industry trends. Continuously assess and adapt the strategy to meet evolving market dynamics.
  • Performance Management: Oversee the performance of various operational units, ensuring that key performance indicators (KPIs) and service level agreements (SLAs) are met or exceeded consistently.
  • Quality Assurance: Implement and maintain robust quality assurance processes to uphold the highest standards of service delivery. Drive a culture of continuous improvement and quality excellence.
  • Client Engagement: Foster strong relationships with clients, serving as a trusted partner in understanding their unique needs and ensuring our services align with their objectives.
  • Team Leadership: Lead and inspire a diverse team of operational professionals, promoting collaboration, growth, and accountability. Provide mentorship and professional development opportunities.
  • Process Optimization: Identify opportunities for process optimization, automation, and efficiency enhancements. Implement best practices and technology solutions to streamline operations.
  • Risk Management: Identify operational risks and develop mitigation strategies. Ensure compliance with industry regulations and client-specific requirements.

Requirements:

  • 7+ years in a Senior Leadership role in large businesses, out of which at least 4 years of managing multiple sites within the BPO Industry in India.
  • Proven track record of driving operational efficiency, quality, and customer satisfaction.
  • Strong understanding of BPO operations, industry trends, and emerging technologies.
  • Exceptional leadership, communication, and interpersonal skills.
  • Demonstrated ability to build and lead high-performing teams.
  • Strategic thinker with the ability to translate strategies into actionable plans.
  • Strong analytical and problem-solving skills.
  • Bachelor's degree in Business, Operations Management, or a related field. MBA or advanced degree is preferred.

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