| Director - Operations A Client of Clearway Advisors |  | Experience : | 10 - 15 Years | | Location : | Gurgaon | | Compensation : | Rupees 25,00,000 - 35,00,000 | | Education : | UG - Any Graduate - Any Specialization
PG - Any PG Course - Any Specialization
| | Industry Type : | Banking/Financial Services/Broking | | Functional Area : | ITES/BPO/KPO, Customer Service, Ops. | | Posted Date : | 05 Apr | |  | | Job Description As Director - Operations , the incumbent will be managing a 100% voice (US) process and monitor ongoing business results driving Customer Satisfaction, Internal Quality and Costs drivers. Facilitate audit, perform reviews and deliver feedback across site / process. Monitor individual Team Leader performance relative to objectives and articulate performance / improvement needs. The incumbent will lead a team of 7 - 8 members. - Monitors TBASS, AHT, HOC and other customer/Shareholder indicators closely and addresses gaps for identified process. Establishes quality improvement plans
- Conduct periodic reviews of existing talent and facilitate employee development through internal and external means. Ensure succession planning.
- Work closely with HR in identifying and creating a strategy to! attract and retaining talent.
- Focus on cost control through periodic reviews, suggest cost saving process (efficient) enhancements, support infrastructure and facilities maintenance and manage operational expenses as per budget
- Ensure FTE ramp up as per schedule by working with CCM and HR, ensuring correct and timely hiring by HR, coordinating training with the training organization and all OJT support requirements.
- Support training / Quality in driving Training / Quality programs to enhance productivity
- Support and strengthen BCP and ensure maximum seat utilization
- Establish / refine governance team & systems for reporting metrics across
- Meets regularly with Sending Center contacts and key linkages to review performance and establish action plans around all performance metric.
- Drive schedule adherence and attendance to improve gross availability at a process and site level.
! - Assists Technologies organization in new implementati! on by pr oject managing it with local team. Ensure acceptance testing, Business requirements analysis, system enhancements, Bandwidth analysis and ongoing monitoring.
- Maximize and encourage “Employee Engagement” through effective & timely communication while utilizing various leadership development programs to develop talent.
- Analytical & Six Sigma knowledge and ability to drive & implement inferences based on these to improve results.
| | Desired Candidate Profile Operations management experience, and a total experience of 10 to 12 years - Project Leadership experience in order to manage department-wide initiatives
- Experience in group dynamics, team empowerment, and individual development, to include experience with the process of staff development.
- Excellent communication skills, including written, presentational and employee interaction.
- Analytical experience to deal with complex business problems (For Example Six Sigma, GB certification etc.)
| | Company Profile The BPO arm of one of the World's largest Travel & Credit Card Companies. | | |
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