Vice President- Quality and Training

16 hours ago

Gurgaon, Haryana, India Moretasks Business Solution Limited Full time ₹ 8,00,000 - ₹ 16,00,000 per year

Job Title: Vice President – Customer Success & Operations

Employment Type: Full-time

Experience Required: 10+ years

Working Mode: In-Office

Location: Sector 53, Gurgaon

Industry: BPO (International)

Salary: Best in industry

About the Role

We are seeking a dynamic and experienced Vice President – Customer Success & Operations to lead our client-facing teams within the BPO sector. The ideal candidate will have deep experience in managing large-scale BPO operations, a strong client engagement background, and excellent communication and presentation skills.

Key Responsibilities

  • Lead and manage the Customer Success and Operations teams across multiple client accounts and projects.
  • Drive operational excellence, ensuring process adherence, SLA compliance, and consistent service quality.
  • Maintain strong relationships with key clients, acting as the senior point of contact and representing the company professionally.
  • Oversee the end-to-end delivery of BPO services, ensuring customer satisfaction, retention, and account growth.
  • Develop and implement strategies to optimize operational efficiency, reduce costs, and improve service levels.
  • Monitor performance metrics, prepare reports, and provide actionable insights to the leadership team.
  • Mentor and develop high-performing teams, fostering a culture of accountability, customer focus, and continuous improvement.
  • Collaborate with internal stakeholders to address client needs and implement solutions.
  • Drive change management initiatives to streamline processes and enhance the client experience.

Required Qualifications & Skills

  • 10+ years of experience in the BPO industry, with significant exposure to client-facing roles and operations management.
  • Proven experience managing large teams and handling multiple client accounts simultaneously.
  • Excellent communication, presentation, and interpersonal skills.
  • Highly presentable, confident, and able to represent the organization to senior client stakeholders.
  • Strong leadership and team-building capabilities.
  • Deep understanding of BPO operational processes, KPIs, and service delivery standards.
  • Analytical mindset with the ability to make data-driven decisions.
  • Experience in implementing process improvements and operational best practices.

Preferred Skills

  • Experience with global clients or multi-location operations.
  • Knowledge of CRM, workforce management, or ticketing tools used in BPO operations.
  • Strategic planning and performance management expertise.

Job Type: Full-time

Pay: ₹800, ₹1,600,000.00 per year

Benefits:

  • Food provided
  • Health insurance
  • Paid sick time
  • Provident Fund

Application Question(s):

  • How many years of experience do you have in Customer Support Leadership?
  • Are you comfortable with an on-site work setting in Gurgaon, sector-53?
  • Your last drawn CTC (in lakhs per annum)
  • Your expected CTC (in lakhs per annum)
  • Your availability to join (in days)

Work Location: In person

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