sr. Operations directorTech Mahindra

Sr. Operations Director - FOR POOLING
 
Responsibilities
Sound delivery management
Planning, monitoring & reporting, resource management, quality & risk management, problem & change management
Effective communication management by ensuring timely and appropriate generation, collection, dissemination, storage and ultimate disposition of information
Manage people by effectively and efficiently involving all resources to meet the organizational goals and by championing work-life balance, retention and career progression/development
Provides motivation and direction to his/her team by delegating responsibilities appropriately and empowering team members to deliver results
Provide senior leadership, change management and implementation of organization wide practices, policies and procedures
Client and stakeholder management – ensuring that the organization meets the contractual obligations and exceed the desired quality of work; addressing clients’ critical business issues and providing valuable solutions
Process improvement – reviews and evaluates existing processes and works with his/her team to create and implement improvements using Six-Sigma, DMAIC, LEAN etc. methodologies, and RPA/Automation; Business Transformation
Financial Management – managing P&L and attrition
Adept in making compromises and sound judgement calls with different groups in order to meet or exceed stakeholder/client’s needs and expectations
Implements all necessary components for people, process, technology and knowledge
Manage risks by identifying, analyzing and responding to project risks that will decrease or eliminate the chance of risk occurrence and minimizing operational impact
Evaluates and designs economic business relationship and structure with clients and suppliers/vendors
Client Solutions and Business Development
Other tasks as assigned by the immediate reporting manager as needed by the business
Skills and Requirements
Bachelor’s Degree holder preferably with post graduate degree (MBA/MA or equivalent)
With 15 years experience in the field and at least 10 years of management experience with proven leadership skills, has had P&L responsibility, and managed projects
Managed teams in various geographic locations with a proven track record of meeting and exceeding financial targets
Has worked at multiple client accounts to gain experience in working with and handling different types of clients; strong client facing abilities including the ability to handle scope issues
Has the ability to work with senior management and work within the political structure of his/her own organization as well as the clients
Is able to communicate effectively in writing, verbally, and through presentations
Possess strong people skills - is able to work with other organizations such as third party vendors, sales, marketing, and legal, and understand their terminology; understand the requirements for the various staff positions
Strong planning abilities (both strategic & tactical)
Has an understanding of the technology/RPA used in the BPO industry
Strong negotiation skills
Strong Business Acumen

Top Management