Chief Operating Officer - Staffing

  • Delhi
  • Confidential
  • 20-25 years
  • Views
  • 27 Jul 2018

  • Senior Management/ General Management

  • BPO/ ITES/ Call Centers
Job Description

Working in partnership with Board to accomplish the Company's Vision & Mission and establish policies that promote company's growth. - Responsible for P&L and EBITDA. - Will be responsible for all functions - Make high-level decisions that positively affect the health of the organization. - Will hire, train, develop, grow, and maintain internal team to support operations. - Develop company culture, vision, and mission while setting strategic plan, organizational policies and procedures, etc. - Create and maintain an environment that promotes performance, productivity, positive morale, and collaboration. - Build alliances with community, key organizations, and the stakeholders within. - This key leadership role will directly impact the growth of the business line will be directly impacted by how well Operations performs. - The incumbent will demonstrate a successful track record of operational leadership and capability to disrupt existing industry standards in an ITeS/ Services/ Staffing environment. - Reporting to the Board, the incumbent will be responsible for all aspects of operations including field operations across all markets, customer support, operational forecasting/metrics/measurement and operational excellence. - Manage business operations, including the development and execution of the overall business strategy. Contribute strategically to the growth and direction of client's products and services across different regions. Establish strong relationships with clients. Meet and exceed business growth targets. - Drive operational improvements for business vertical(s), including optimizing resource allocation across teams, measuring progress against business goals. - Participate in and help steer the initiatives as appropriate and ensure that global initiatives are rolled out properly - Build high performance teams, improve organizational efficiencies, build scalable business processes and infrastructure. - Ensure alignment with cross-functional teams across business lines that support and help execute better business. - Participate/lead cross-functional strategic planning activities to plan budgets, expansion plans and operational plans (operations costs, HC, hiring, etc.). Desired Candidate Profile: Qualification And Experience: 1. MBA from a premier Institute with At least 20+ years of operations experience at an ITeS/ RPO (Staffing) business with deep industry expertise in the service/ outsourcing & in Corporate Strategy, Project Management, Business Analysis, Profitability Management, Operations Management, Client Relationship Management & Business Development etc. 2. Strong internal client-facing skills with excellent communication, negotiation and conflict management skills. Experience with socializing and presenting analysis, proposals and strategies to organizational leaders with a demonstrated affinity for metrics. 3. Demonstrated success in building operations teams in customer service. 4. Strong analytical and problem solving skills; ability to analyze data, understand trends and develop recommendations for action based on the analysis. Successful track record in growing and inspiring a large team, with proven ability to select, attract, motivate, retain, and develop leaders and team members. 5. Ability to streamline complex processes and implement workflows designed to increase efficiency. 6. Ability to effectively influence and drive cross-functional change with multiple stakeholders at all levels of management working across engineering, product, marketing and business development teams. 7. Strong track record of cross-functional leadership, general management capabilities. 8. Experience with a matrix driven organization. 9. Proven ability to drive performance and grow businesses. Analytical acumen and thought leadership, paired with agile mind set and can-do attitude. 10. Charismatic leader and successful people manager with the highest level of integrity, and potential to grow further beyond this role as part of Co's internal talent pipeline for Senior Leadership. 11. Distinctive problem-solving and project management skills, including experience executing complex strategic and operational initiatives. 12. Strong business acumen and the ability to successfully navigate and influence strong personalities within a complex business environment. Ability to pay attention to detail while handling multiple, simultaneous projects. 13. Excellent communication and facilitation skills, proven track record of building strong relationships with stakeholders. 14. Data driven with a keen eye for detail - proactive identification of failure points/ risks and develop action/ mitigation plans 15. Ownership & accountable - for the team performance (SLAs and KPIs).

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