Director - Operations

Maven Workforce Pvt Ltd
  • Chennai
  • Confidential
  • 12-15 years
  • 13 Oct 2015

  • Operations

  • BPO/ ITES/ Call Centers
Job Description


Identify contractual GAPS, administrative, Risk and Compliance Management of a contract once it's signed off

Ensure relevant contract understanding by internal stakeholders execution and drive the entire contract governance process include potential scope creep and risk mitigation

Implement and execute Risk - Management, Change and Claim Management processes.

Lead for Contract Governance Process

Support of contract improvement during execution phase


- During the pre sales phase:

Support Pre sales Contract Managers with contract GAP analysis for services with support in creating / updating, initial risk logs and to ensure optimal e2e alignment.

Drive inherent risk mitigation measures with stakeholders and closure of GAPs for main body (frame contract) and all annexes such as pricing, performance metrics, acceptance, timelines, before contract signing including feedback to BC/SD of previous contract

- During the execution phase:

Ensure that internal stakeholders is continually fully aware of the required functional and operational contract requirements and expectations (not limited to timelines, forecasting, metrics,, acceptance process, KPIs, SLAs, - )

Guidance for any contract interpretation with contract amendment if required.

Adopt adequate tools and processes for claim/change management/risk management and ensure that required tool and process knowledge and understanding are conveyed to all

Drive the entire contract governance process and develop standard checklist

Execute regular change control reviews with the stakeholders to drive processing of changes / claims / non conformance cost e2e (identification of additional scope to contracted scope)

Support acquisition and Legal in highlighting findings of contract governance process

Track progress of contract obligations and record issues regarding their fulfillment.

Execute regular risk review boards with stakeholders and drive the continuous maintenance, risk mitigation and risk contingency

Ensure proper handling and storage of contractual documents

Generate and maintain contract GAP analysis (if not available from acquisition phase)

Support post sales contract manager in contract improvements

Profile Description: "Experience: from BPO/KPO only, more than 12 years.

Shifts: US shifts

Qualification: LLB AND/OR LLM

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Maven Workforce Pvt Ltd