About the role
Job Description
Role:
Lead end-to-end operations for one or more client accounts, ensuring delivery against SLAs, quality, productivity, financial targets, and transformation initiatives while developing future leaders.
Key Responsibilities:
1. Operations Leadership - Own delivery for multiple processes or business units. - Drive SLA, KPI, Quality, Productivity, AHT, and Customer Satisfaction performance. - Lead governance reviews and performance reporting. - Ensure compliance with client and regulatory requirements.
2. Client & Stakeholder Management - Act as the senior point of contact for client leadership. -Conduct weekly, monthly, and quarterly business reviews. - Manage escalations and build long-term client relationships. - Identify opportunities for account growth and expansion.
3. People Leadership - Lead Operations Managers and Group Managers. - Manage teams of approximately 300–800+ FTEs, depending on the account. - Drive succession planning, employee engagement, and leadership development. - Conduct performance reviews and coaching for direct reports.
4. Business & Financial Management - Own operational budgets and profitability. - Improve margins through automation and process optimization. - Forecast staffing requirements and manage capacity planning. - Monitor attrition, hiring, and utilization.
5. Continuous Improvement - Lead Lean Six Sigma and transformation initiatives. - Drive automation and digital solutions. - Implement Root Cause Analysis (RCA) and corrective actions. - Promote innovation across operations.
Key Skills: - Client Relationship Management - Operations Excellence - P&L Management - Stakeholder Management - Workforce Planning - Data Analytics (Excel, Power BI) - Process Improvement - Risk & Compliance - Executive Communication - Change Management
Typical KPIs Owned - Service Level (SLA) - Quality Score - Customer Satisfaction (CSAT/NPS) - Productivity - Attrition - Absenteeism - Revenue & Margin - Employee Engagement
Qualifications
Graduate