About the position
? The Director of Operations main purpose is to organize and oversee the daily Key Performance Areas
operations of our company. You will be the one to ensure that our business is
well-coordinated and productive by managing its procedures and coaching its
people.
? The area of responsibility for this role is very wide and thus requires thorough
knowledge of various company processes. The ideal candidate must be competent
and able to plan many different kinds of operational activities. He/She must be an
excellent leader who can discover the most efficient ways to run the business.
? The goal is to safeguard and augment the efficiency of the company's operations to
facilitate accelerating development and long-term success.
? Client Management: Conducts weekly/monthly/quarterly business reviews. Is the
proactive conduit in reporting progress/activities to/from clients and facilitates
communication between internal teams regarding client needs. Conducts
face-to-face meetings with clients, wherever they are, to effectively manage the
accounts. With the ultimate aim of becoming a trusted partner for clients.
Understanding their needs, desires, and what is important for them to succeed.
? Financial Management: Achieves annual top-line revenue generated by the
campaign as forecasted, gross margin % month/month as forecasted by finance.
Grows headcount, revenue, and margins on accounts. As needed, lead contract
negotiations during the lifecycle of the contract.
? Communication: Able to charm and influence people across the world. Provides
actionable feedback for improvement/course correction internally and externally.
Comfortable influencing across teams/stakeholders. Professionally presents to
groups and 1/1 and hosts engaging client visits.
? Operational Management: Demonstrates an attitude where they roll up their
sleeves and handle issues that arise. Achieves expectations for their team's
contribution to the Contractual KPIs for each account. Reaches the Customer
Satisfaction Score of 8+. Responsible for administration of internal/external reporting
requirements.
? Strategic Management: Strategizes with clients to ID opportunities for growth.
Leads internal team to ensure we have a focus on long and short-term objectives.
Identifies risks and provides solutions that allow for innovation and change.
Brainstorms with management/peers for best practices. Continuously drives
performance enhancement and drives real value initiatives for clients.
Desired Skills:
- Operations Management
- BPO
- People Management
- Strategic Management
- Performance Reviews
- Operational Planning
- bpo
Desired Work Experience:
- 5 to 10 years
About The Employer:
Our client is a pioneer in the BPO space, dealing with industries from IT, Retail, Telecommunication and Supply Chain.
