Assistant Vice President Operations

Description:

Basic Function

• Manage the Operational Delivery which include, but is not limited to: Capacity Planning, Adherence to Service Levels, Revenue Realization, Profitability
• Ensure all migrations are managed seamlessly
• Map peer levels across client organization and establish peer level relationships within the client organization
• Establishing operational performance goals
• Work with the Sales, Client Relationship managers & Migrations team to provide support/oversight for new/ additional off shoring opportunities
• Put control measures in place to ensure adherence to budget and cost control

  Essential Functions

  This position is responsible for Operations Key responsibilities include:

  • Formulation and execution of capacity and staffing plans based on medium term business forecast
  • Negotiating and finalizing SLA’s with the Client - contract negotiation
  • Implementing revenue and cost plans
  • Establishing a review/ reporting mechanism with the Client
  • Developing and approving incentive plans
  • Identify and champion black belt improvement projects
  • Review the progress of attrition action plans and check effectiveness
  • Provide leadership to team of Managers, Asst. Managers and Executives
  • Ensure compliance to all internal and client requirements like SOX, BS7799, ISO etc.

    The Performance parameters include:

    • Client satisfaction (15%)
    • Revenue and costs (40%)
    • Process Improvement (10%)
    • Employee satisfaction (10%)
    • Attrition management (25%)

      * The weightages may change from time to time depending on business requirements

      Any other essential function that may occur from time to time as directed by the Supervisor

      • Inbound call center experience is essential.
      • Some level of experience in Back-office transaction processing preferred
      • L&A Insurance, preferably US.

        Work Experience Requirements

        • Minimum 8 years’ work experience; preferably from BPO background preferably insurance

          Should have managed Teams for at least 3 years