Services Head - Client Operations

Job Details

Job Type:
Full Time
Job Experience:
5 year
Posted On:
No. of Vacancies:
Expected Salary:
Key Skills:
BPO , Call Centre

Job Description

Job Description: Role Designation- Services Head-Client Operations Technical and Professional Requirements- Job Requirements - MBA / PG with Minimum defined grades - 13 - 15+ years of experience with Operations, BPO experience in managing Operations for Global client s - Must have managed large client engagements servicing a global clientele in a Global Delivery model while managing provider and client stakeholders across geos. - Proven ability to manage large teams across Global locations. Preferably should have hand led a team of 800 to 900 people, across multiple global locations - Functional Knowledge of key BPO services including Customer Services, Sales & Fulfillment, F&A, S&P, O2C etc - Knowledge of SLAs, Governance, Effort estimation, MSA and Contractual nuance s including Risk, Information security, Policies and procedures - Skills required: Analytical Skills, Negotiation Skills, Leadership skills, Cross cultural skills, Presentation Skills Responsibilities- - Handle Global Operations for the client acros s all 8 global locations. Senior/CXO levels interactions at client ends. - Work closely with sales and Account Management team to increase revenue for the engagement - Ability to speak at different forums at the client side and ability to address large cr owds internally as well as client senior folks. - Sign off on the training /certification methodology at the engagement level in order to ensure right skilling on engagement. - Co-ordinate resource deployment across all processes for the engagement(Team Size, Span, Shift Utilization, Skill sets, technology rollout) in order to ensure budget & pricing assumptions compliance - Identify training needs for operation managers and signs off on the engagement training plan in order to ensure competency develo pment across domain, operations and behavioral - Prepare internal and external governance model in order to track and monitor contractual compliance, employee engagement, performance and relationship health - Sign off on the service quality plan includi ng the quality control, assurance and improvement in order to create a comprehensive quality program for the engagement - Create the scorecard for the engagement and ensure flow down for the team, in order to align the team with the engagement objectives - Create career development & succession planning for direct reportees, reviews the career development methodology for the engagement in order to ensure sustainable employee engagement & motivation in the engagement. - Conduct periodic reviews with ops managers and drives corrective action where required in order to ensure delivery predictability - Ensure compliance to the governance model and builds long term relationship with stake holders in order to ensure strong customer relationships and enhance business - Conduct monthly financial review with direct reportees and BU head, takes corrective actions in order to ensure meeting of business plan objectives - Anchor the key internal and external governance meetings, Monitors adherence within engagem ent in order to sustain delivery predictability - Approve resource for process reengineering, validates the results and manages client interactions around technical and commercial aspects in order to meet client and internal commitments on a continuous b asis - Identify opportunities for work redesign, work flow enhancement, shift utilization, Staff mix, and staff utilization in order to meet / exceed internal financial goals - Prepare the engagement team for self-assessment, actively participates in in dependent assessments in order to ensure delivery predictability for the engagement