Services Head Client Operations role involves Coordination and Partnering with the client. Anchors the key internal/external meetings & initiatives. Resource planning, review of process, process transformation, and manages client interactions around technical and commercial aspects with the objective identifying opportunities and implementing solution. Monitor governance adherence within the engagement and meet client & business requirements WITHIN the guidelines, policies. Handle Global Operations for the client across all 8 global locations. Senior/CXO levels interactions at client ends.
Handle all facets of operation, HR, Hiring, Finance, Facilities, and Technology Infrastructure etc.
Work closely with sales and Account Management team to increase revenue
Maintain and build contacts with stakeholders supporting the client on Technology.
Ability to speak at different forums at the client side and ability to address large crowds 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 development 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 including 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 engagement 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 basis
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 independent assessments in order to ensure delivery predictability for the engagement
MBA with Minimum defined grades
13 - 15+ years of experience with Operations, BPO experience in managing Operations for Global clients
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. Minimum handled 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 nuances including Risk, Information security, Policies and procedures