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
Graduate