Avp-client Operations Head

First Call H Resource P. Ltd
  • Pune
  • 20-30 lakh
  • 10-20 years
  • Views
  • 18 Jan 2017

  • Operations

  • BPO/ ITES/ Call Centers
Job Description

Operations Management:

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.

Competencies/Skill sets for this job

Quality Operations Team Leads Customer

Job Posted By

About Organisation

First Call H Resource P. Ltd