DVP of Operations

• Operational Strategy: Develop, communicate, and execute the companys operational strategy, aligning it with overall business objectives. Continuously assess and adapt the strategy to meet evolving industry dynamics.
• Performance Management: Oversee the performance of various operational units, ensuring that key performance indicators (KPIs) and service level agreements (SLAs) are met or exceeded consistently.
• Quality Assurance: Implement and maintain robust quality assurance processes to uphold the highest standards of service delivery. Drive a culture of continuous improvement and quality excellence.
• Client Engagement: Foster strong relationships with clients, serving as a trusted partner in understanding their unique needs and ensuring our services align with their objectives.
• Team Leadership: Lead and inspire a diverse team of operational professionals, promoting collaboration, growth, and accountability. Provide mentorship and professional development opportunities.
• Process Optimization: Identify opportunities for process optimization, automation, and efficiency enhancements. Implement best practices and technology solutions to streamline operations.
• Budget Management: Manage the operational budget effectively, optimizing resource allocation and cost control to achieve operational excellence while maintaining profitability.
• Risk Management: Identify operational risks and develop mitigation strategies. Ensure compliance with industry regulations and client-specific requirements.

Qualifications:

• 7+ years in a Senior Leadership role into large businesses, out of which atleast 4 years of managing multiple sites within BPO Industry in India.

• Proven track record of driving operational efficiency, quality, and client satisfaction.
• Strong understanding of BPO operations, industry trends, and emerging technologies.
• Exceptional leadership, communication, and interpersonal skills.
• Demonstrated ability to build and lead high-performing teams.
• Strategic thinker with the ability to translate strategies into actionable plans.
• Strong analytical and problem-solving skills.
• Bachelors degree in Business, Operations Management, or a related field. MBA or advanced degree is preferred.