SUMMARY:
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POSITION INFO:
Responsibilities
Role Responsibilities
Accountabilities Major Activities Key Performance Indicators
Ensure seamless transition and flawless service delivery
? Focus on transition with ‘Zero’ impact on service delivery
? Focus on efficiencies - leaner, greener and faster
? Focus on Process stabilization & sustained delivery
? Reducing operation costs
? Make TBP more effective
? Build effective process management system
? FTE headcount
? Revenue from the BU Vs. Target
? Gross Margin for the BU
? MEI (Manpower Efficiency Index)
Ensure client satisfaction on all SLA’s and given parameters
? Deliver on client benefits through innovation and improvements
? Create plan to deliver efficiency
? Strengthen operational team as well as support functions to minimize leakages
? Partner with transformation team for value delivery
? Identify transformation opportunities where available
? Customer Satisfaction Survey results Vs. Desired
? Performance Index
? Improvement through Innovation
People management
? Engagement plan for each stage of employees
? Focus on employee training and development with regard to building domain expertise
? HIPO engagement initiatives to be reviewed regularly
? Cross training and skill enhancement for managing high influx of volume
? Support to Line HR and utilize their expertise more from a people engagement and retention perspective
? Ensure minimal staff attrition and high levels of engagement
? Employee Attrition Rate
? Employee Engagement Surveys
Provide assistance to industry and BU leadership for development of strategies for business development and process improvements Working on Strategic Priorities such as (but not limited to):
? Look for opportunities to deliver additional savings for the clients
? Deliver operational efficiency improvements for both the call centre and Client
? Assistance in business development as and when required
? Reduction in Overheads as % of Revenues
? Participation in people development initiatives
? Process improvement
? USD value delivered to Client.
Focus on customer experience as the business is transitioned with zero impact on service delivery
Partner with HR to build strong people practices, and focus on capacity augmentation to manage volume effectively
DIMENSIONS
Financial Dimensions Managing the revenue and profitability and Value Delivery
KEY DECISIONS
Decisions you make by yourself
? Strategic improvement for process delivery
? People/management rationalization
INTERACTIONS
Internal Job Role you need to interact with Internally in the organization to enable success in your day to day work
? Business HR Team
? Corporate HR for staffing, internal movement, training, learning and development
? Finance Team
? Facilities Team
External Interactions Job Role you need to interact with outside the organization to enable success in your day to day work
? Clients
Qualifications
Minimum 10 years of experience within the BPO industry in senior VP Position
SKILLS AND KNOWLEDGE
Skill Requirement
Educational Qualifications
Graduate in any field
Post graduate is preferable
Functional Skills
Experience of managing Healthcare Operation
Client relationship management
Managing large contact center
Behavioral Skills
Decisions making
Prioritization
Analytical skills
People management
Excellent communication skills
