Lead Operations ( from Captives /KPOs only)

ArCent Global
  • Bangalore
  • Confidential
  • 16-22 years
  • 24 Jul 2015

  • Senior Management-Operation, Operations

  • Internet/ ECommerce, Retail, BPO/ ITES/ Call Centers
Job Description

Job Purpose:

  • Effectively lead and manage a complex, process and transaction oriented operations unit that supports the objectives of the regional business units. 
  • Effectively managing the day to day delivery and on going processes improvement objectives that support clients regional internal and client service, quality and efficiency targets. 
  • Drive the company culture with peers and associates. 
  • Build and maintain a highly effective relationships with key stakeholders within Global Operating Centre and related regional business areas. 
Role Attributes:
  • Proven ability to develop and deliver against aggressive short-term and long-term objectives aligned with the organization's vision and mission. 
  • Establish and maintain a highly collaborative and proactive working relationship with key stakeholders within G.O.C. and senior executives and leaders in the regional businesses. 
  • Identifying and implementing opportunities for aggressive business process improvements that result in a better client experience and operational efficiency. 
  • Be a visible champion of the company culture and ensure high employee retention, high levels of engagement and measurable and continuous improvements in employee satisfaction. Be the role model and champion for a high performance culture within the team. 
  • Serve as a single point of contact and management liaison for the owned process to the G.O.C. executive and regional stakeholders. 
  • Effectively manage a robust and well defined performance management process for all employees insuring constantly delivery against SLAs and KPIs and by attracting training and rewarding a high performance team. 
  • Ensure effective capacity allocation and utilization of resources across the team in order to maximize effectiveness and efficiency 
Key Attributes:
  • Have successfully worked and been promoted within an "in-house" - captive operation centre in a compliance oriented business. Preferably in a technology driven information services business. 
  • Managed 200-300+ people workforce across: 
  1. Transaction Processing 
  2. Voice -- inbound and outbound 
  3. B2b and b2c 
  4. Multiple complex teams with multiple level reporting 
  • In the detail leader, who works rapidly with operations managers to proactively avoid and reactively resolve internal and customer issues. 
  • Have successfully demonstrated transformation / change management skills via role modelling and exceptional communication and leadership skills. Leads by doing and demonstrating. 
  • Have completed multiple Process improvement initiatives across people and processes using at least one of the following processes: 
  •  Six Sigma 
  • COPC 
  • Lean 

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ArCent Global