Role: To prepare business plan, annual budget, protect existing revenue plus revenue growth in the engagement, transition coordination, process documentation, SOW/Metric determination and process training certification with the objective achieving the business objective of the engagement within norms and guidelines of bpo
Prepares internal and external governance model in order to track and monitor contractual compliance, employee engagement, performance and relationship health
Creates the scorecard for the engagement and ensure flow down for the team, in order to align the team with the engagement objectives
Anchors the key internal and external governance meetings, Monitors adherence within engagement in order to sustain delivery predictability
Oversees and manages day to day operations delivery by Operations team (consisting of Mangers, Team Leads, Specialists and Team members) and ensuring deliverables towards the client are met.
Oversees resource deployment across all processes for the engagement (Team Size, Span, Shift Utilization, Skill sets, technology rollout) in order ensure budget & pricing assumptions compliance.
Conducts periodic reviews with Operations Managers and drives corrective action where required in order to ensure delivery predictability
Signs off on the service quality plan including the quality control, assurance and improvement in order to create a comprehensive quality program for the engagement
Engages with the key client stakeholders on areas of Improvements and commits resources in order to enhance customer satisfaction
Provides subject matter and domain expertise for the functions being services for the client, brings about Process and Productivity Improvements in coordination with internal teams and per client and organization targets.
Financial, Revenue, Business growth related:
Accountable for protection of existing revenue plus revenue growth in the engagement both from existing service offerings
Works on the annual budget and business plan aligned with corporate / divisional objectives for the engagement,
Coordinates with the account manager for the account plan (New areas of growth), in order to achieve the business objective of the engagement.
Conducts monthly financial review with direct reportees and Services Head, takes corrective actions in order to ensure meeting of business plan objectives
Validates and prepares business case for identified opportunities within existing service lines for growth, Discuss and plan for foray into new services in order to meet business objectives
Identifies opportunities for work redesign, work flow enhancement, shift utilization, Staff mix, staff utilization in order to meet / exceed internal financial goals
Identifies training needs for operation managers and signs off on the engagement training plan in order to ensure competency development across domain, operations and behavioural
Creates career development & succession planning for direct reportees, Reviews the career development methodology for the engagement in order to ensure sustainable employee engagement & motivation in the engagement.
Identifies key personnel
Accountable for metrics like Employee Satisfaction and Attrition.
Lead and participate large-scale transformation projects.
Work proactively with Client stakeholders to refine their current business processes or develop a new operating model in line with competitive and market forces.
Also identify strategic capabilities needed to create and sustain one or more sources of competitive advantage. These capabilities may come in the form of process, information technology, organization enablement, or knowledge.
They identify best practices and client performance gaps, if any. Use tools to identify, align, and change the factors that affect performance, stability, and teaming and develop comprehensive transformation recommendations.