Chief Technology Officer - BPO

  • Bangalore, Chennai
  • 20-25 lakh
  • 15-20 years
  • Views
  • 09 Jan 2017

  • IT/ Information Technology

  • BPO/ ITES/ Call Centers
Job Description

- Responsible for leading, controlling and overseeing the development, management and maintenance of the Co's IT infrastructure, so as to enable the continuous functionality of the business operations according to customer requests and Co. standards.

- Implement IT infrastructure requirements and upgrades to improve overall system performance and ensure high levels of security

- Ensure all the customer complaints/issues are proactively identified, addressed and closed with documentation.

Regular reviews for Client and Corporate initiatives / projects / IT implementations across towers including applications, products etc.

- Needs to manage relationship and resolve dispute if any between internal biz, client, corporate teams and partner stakeholders.

- Drive IT Governance meeting with client IT, business teams

- Drive Productivity and Automation Benchmarking within the Business

- Ensure Zero Major Incidents due to hygiene issues for the account/s

- To enable the conduct of Infosec compliance audits across all account/s

- Ensure 100% SOW compliance for all accounts in account

- Ensure all SLA metrics are met as per agreed SLA norms

- Actively participate in NC closure / Risk mitigation

- Ensure effective Business Continuity Planning & delivery

- Always practiced proactive communication on all the ongoing efforts as well as risk & mitigation plans required. All the efforts, approvals & communications have been documented.

- Document process controls, step by step procedures, key input-output information for all activities.

- Provide performance coaching to enhance individual/ team performance.

- Partner with Audit teams to help enhance processes, systems and teams to deliver an outstanding customer experience by conducting deep dive analysis, identifying issues & fix it with a sustainable solution.

- Define Project Tasks and Resource Requirements, Knowledge Transfer, Process Architecture among teams.

- Present reports that define project progress, problems and solutions.

- Maintain continuous alignment of project scope with strategic business objectives, and make recommendations to modify the program to enhance effectiveness toward the business result or strategic intent

- Explore opportunities to reduce the managed services costs working with business and corporate teams.

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