Achieve, and maintain, our clients in Green status based on SLA
Strategize and execute plans for "red"/"yellow" accounts
Demonstrate continuous improvement on our Service Level commitments
Build standard repeatable, reliable, and consistent processes, and procedures.
Growth and external relationship management :
Develop good working relationships with Clients and Onshore team
Increase the percentage of ownership and total scope of services for both existing and future accounts
Support client referncebility target
Transitioning and project management :
Implement new projects/ new lines of business such that they are in green light, receive excellent internal and external customer feedback
Ability to engage with customer, understanding their business processes, analyze the processes for inefficiencies and costs, provide recommendations to improve the processes and help customers to implement the recommendations
PM utilization to be >90%
Excel in business operations, while reducing the timeframe for delivery readiness
BD and Solutioning support :
Extensive Pre sales support to BD by Ops to help the sales teams grow the business
Inputs to the RFP/ RFQ process
Increase the branding and accurate understanding of the division, inside and outside the company
Audit and compliance :
To ensure that all employees maintain strong compliance and business control posture with zero tolerance of violations on COMPANY’S Business Conduct Guidelines
All operations, quality, training processes
To maintain a satisfatory controls posture using the defined process and standard criteria
Meet the audit finding requirements for operations
To ensure Data integrity of reporting
People management :
Handle complete employee lifecycle from interviewing, selecting, hiring to completion of resignation formalities (exit interviews, stop payments, etc.)
Overall Operations negative attrition targets to be met
reduce year - to - year department attrition by 20%
Manage the attrition and retention of talented resources
Improve speed and effectiveness of resource deployment, while reducing employee churn
Increase the percentage and absolute numbers of higher skilled resources and positions
Develop high quality resource across all levels of the operations who can take up leadership positions in the existing and new projects Performance Management
Set clear objectives, track and provide feedback to the people against the objectives
Consistent KRAs/ deliverables
Monthly/Weekly employee open house meeting to be conducted - duly documented and close looped
Facilitate feedback sessions from all (right from associates to PM)
People Development
build first and second line leadership
75 % vacancies to be filled by internal people
define clear career path options for top performers. Develop the nesting group with clear trainings and career paths
define clear trainings to be undertaken for all. Define a skills development program for management and technical leadership
Employee Engagement
Improve E-SAT, achieving a greater sense of belonging.
Build a high performance culture
Achieve the target on the ESI score
Effectively manage the satisfaction of employees who have voiced concerns on HR speakup sessions
Financials / Metrics :
Meet the Budgets as defined for the year 2009
Maintain relative cost leadership (cost per unit of work)
Remain cost competitive for the services offered
Increase growth in terms of 1. Total FTEs, 2. Existing accounts, 3. New accounts
Increase productivity
Improve utilization
Improve quality of service through the development and deployment of the LEAN factory model, best practice sharing and the implementation of six sigma methodology
Develop the ability to meet and exceed all expectations for new and troubled operations on a plug and play mode using the best practices gathered across all teams
Qualification / Experience :
Any Graduate
10 - 15 Years
Desired candidate profile :
BPO management experience
Experience managing service operations (stm, call center, data entry, graphics etc.)
Experience growing service operations from small to large headcount
Managed 24x7 operations
Managed hiring of staff, training, and HR practices
Communication skills
Clear & crisp in both written / verbal communications
Confident enough to express his or her own opinions
Possesses excellent communication, interpersonal, and people management skills
Highly analytical
Should be able to analyze and present data related to operations
Good eye for process measurement & improvement
Expertise in Six Sigma methodology is a plus, but not absolutely necessary
International experience
Must possess experience of working in a Multinational environment
International stint is a plus, but not absolutely necessary
