Gm - Business Operations, Care vois

**Role Profile**:
Role title: GM - Business Operations, _VOIS
Function: VOIS
Band: F2
Sub-function: Care_VOIS
Reports to: Head of Care
Location: India

_VOIS
**Role Purpose**
Responsible and accountable for delivering best in class service to _VOIS clients by setting and driving the account’s as well as the company’s strategic objectives and managing the account’s P&L to ensure the growth of the business.
Drive decisions for operational activities and set strategic goals in conjuction with the partner manager.
Accountable for the UK account performance, compliance, delivery, BCP and CXX across locations with the focus of providing a consistent approach and partner experience for any given market.
Lead strategic programs with operations managers and VSS partners to streamline plans for ongoing improvements and drive higher customer resolution index. T
Defines the operational framework and reviews progress with Local Markets’ senior leadership on quarter and annual basis and leads business plans implementation across service lines. Drives all activities with an ambition to win larger share of the outsourced partner pie.

**Accountability**:

- Strategy & Planning
Translate the outputs of the partnering service agreement and the Customer Care functional plan into a roadmap that delivers direction; human resource and partnering capability; ensuring that service capability both functionally and technically is consistent and delivers right service/right time/right cost to VF customers.

Client Management
Compile customers’ requirements based on information received from meetings, calls, direct mail responses and other sources for all lines of business.

Operational Management& Leadership
Be accountable for all operational, performance, quality & training and people management issues and ensure resolution of these.

Business Development
Responsible for growing the business with existing customers
Achieve budget targets
Offer solutions through understanding customer needs and issues

Change Management
Work with Customer Care Change and other relevant parties to drive necessary change within function and ensure that all change initiatives are planned, structured and deliver value that meets the overall business objectives.

Cross Functional Liaison & Project Management
Implement telecom industry best practices in the assigned department.
Work closely with project management, local customer operations and technology departments to ensure all agreed SLAs, communication matrices and agreements are met between _VOIS & Clients.

Customer management & Support
Maintain and enhance the company’s standards of customer service.

**Core Competencies**:
Putting Customers First
Performing Through Our People
Delivering Results
Managing In A Changing Environment
Making A Personal Difference
Communicating For Impact

**Must have technical / professional qualifications**:
Advanced knowledge of Customer Care, Service Channels (systems, processes, techniques, etc.)
Proven ability in building and growing internal and external business relationships
Proven record of involvement in business critical projects experience
Excellent communication skills with internal and external stakeholders and ability to addresses concerns and facilitates two-way feedback
Strong commercial awareness and understanding of commercial business units

**Other Details**:
Budget owned: as applicable

Manage P&L statement for UK Business in India and Cairo. €18M

Direct reports: 5-8

Operation Size (600-800) HC across multiple service lines and customer segments. (depend on complexity of the business)