Operations Head

Qualification

Any Graduate - Post Graduate/ PMP (Desirable)

Experience Level (Yrs)

Overall Exp 15+ years Operations Management experience. Strategic Lead Experience – Minimum 3+ years.

Key Responsibilities

• Operations Management

-          Oversee project operations, responsible for quality, productivity and delivery of assigned project(s)

-          Add value with Process improvements, Planning & Execution as per objectives.

-          Effort Optimization through process and efficiency

-          Responsible for Project implementation, Testing & Go Live Support. Ensure smooth transition of Project for clients

-          Monthly project metrics and invoicing: 1) FTE, cost and revenue details, variance monitoring and sharing with team /Timely alerts 2) Review & Validation (Trend Analysis).

• SLA Compliance:

-          Meeting and exceeding the SLA deliveries, TAT, Accuracy and query resolution.

-          Track high impact items and proactive escalations. Status review and reporting on Open issues / queries and Processing status.

• Stakeholder Management

-          Work with Internal stakeholders with regards to reporting, recording, data issues. Communicate to customer’s w.r.t. daily operational concerns, requirements, etc.

• Track & Close

-          Customer requests in terms of Change management: Scope control & definition of change management plan.

-          Customer review to manage customer expectations: Project reviews and tracking of open items Customer queries and requests Escalations, incident reports and preventive measures.

• Project Finance & Budget

-          Budget Management (Cost/Efforts/Schedule)

-        Reporting of Finance and Operations Reports, Revenue Realization of Operations delivery

-        Maintaining the artefacts and documentation and Project Billing

• People Management

-        Develop talent/team members, enhance team capabilities by maintaining high team morale and productivity.

-        Create succession plans and back-ups for critical roles  

* Competencies

Soft Skills

Domain/Functional Competencies

Technical Competencies

·     Critical Thinking

·     Problem-Solving

·     Decision Making

·     Customer Orientation

·     Business Perspective

·     Negotiation Skills

·     Domain Expertise

·     In-depth understanding of IT Product environments, particularly business impact, control points.

·     Overview of Industry Best Practices

·     Basic Knowledge of US voice sales industry (Nice to have).

·     PMP certification (Preferable)

·     Cost Management, Risk Management

·     Business development skills with existing clients.

·     Operations Management Skills - End- to - End knowledge (Must Have)

·     Good Understanding of Legal terms defined in a contract

·     Knowledge and interpretation of QC reports.

·     Knowledge of Finance & accounting principles, Tax interpretation.

Interfaces 

Customers, Operations. Finance, Human Resources, Management.