Assistant Vice President Operations

Basic Function

• Manage the Operational Delivery which include, but is not limited to: Capacity Planning, Adherence to Service Levels, Revenue Realization, Profitability
• Ensure all migrations are managed seamlessly
• Map peer levels across client organization and establish peer level relationships within the client organization
• Establishing operational performance goals
• Work with the Sales, Client Relationship managers & Migrations team to provide support/oversight for new/ additional off shoring opportunities
• Put control measures in place to ensure adherence to budget and cost control

Essential Functions

This position is responsible for Operations Key responsibilities include:

• Formulation and execution of capacity and staffing plans based on medium term business forecast
• Negotiating and finalizing SLA’s with the Client - contract negotiation
• Implementing revenue and cost plans
• Establishing a review/ reporting mechanism with the Client
• Developing and approving incentive plans
• Identify and champion black belt improvement projects
• Review the progress of attrition action plans and check effectiveness
• Provide leadership to team of Managers, Asst. Managers and Executives
• Ensure compliance to all internal and client requirements like SOX, BS7799, ISO etc.

The Performance parameters include:

• Client satisfaction (15%)
• Revenue and costs (40%)
• Process Improvement (10%)
• Employee satisfaction (10%)
• Attrition management (25%)

* The weightages may change from time to time depending on business requirements

Any other essential function that may occur from time to time as directed by the Supervisor

• Inbound call center experience is essential.
• Some level of experience in Back-office transaction processing preferred
• L&A Insurance, preferably US.

Work Experience Requirements

• Minimum 8 years’ work experience; preferably from BPO background preferably insurance

Should have managed Teams for at least 3 years