associate director - OperationsFirstsource Solutions

WORK BRIEF:
The holder of this role is responsible for efficient management of assigned program by adhering to the SLAs
and maintaining profitability and gross margin.
CORE RESPONSIBILITIES
Achieve business profitability by maintaining the revenues and effective cost management
Ensure achieving revenue targets as well Gross Margin targets
To deliver on all SLAs as agreed upon for the respective projects
Maintaining successful client relationship
Ensure the achievement of desired level of C- Sat and E-Sat scores
Managing escalations related to people, policies and process
Shall actively participate in the management of crisis and risk
Constantly evaluate, assess and manage the development of all team members
Periodic performance reviews with Team Leaders and Managers
Mentor, coach and motivate the team members towards high productivity and performance.
Enable retention and facilitate the reduction of attrition.
Decision Making/Authority:
All financial sign offs as per the budget approved.
Sign off on recruitment and promotion along with GM-Operations upto the Manager's position withinthe operations. (this does not include any position in support function)
Essential Knowledge:
Knowledge of BPO set-up operations and client management
Knowledge on Operations facets as required for the role
Essential Skills:
Good selling, orating and presentation skills
Ability to take good customer centric decisions and up-to-date knowledge of customer best practices
Effective problem solving skills
Good Financial Management skills
Excellent delivery capabilities to drive efficiencies
Conceptualize, launch and deliver multiple projects on time and within budget and contracted parameters.
Good people Management skills
Ability to operate in multi-location metrics organization
Willingness to work in shifts
Change management driven
Project Management and ability to Organize, prioritize, and complete them.
Team Management and People Management Skills
Active knowledge of using MS office basic applications like Word, PowerPoint, Excel, Notes, etc.
Scope of Team Management:
People: 450 and more
Seats: 250 and more
Qualifications
MINIMUM QUALIFICATION:
Age: 18 years Completed and Above
Bachelor's Degree Graduate (4 or 5 years course completed)
Work experience of 7 to 9 years of which 3 years should be in the BPO industry
Desirable if the person is a post graduate
Firstsource Solutions

Cebu City, Cebu
Permanent
Full-time