Key Responsibilities & Accountabilities
Strategy & Leadership
Drive the required business outcomes with a blend of innovation & execution focus
Lead strategic workforce planning to optimize all resourcing levels to drive measurable
results
Design organizational processes, decisions & behaviors by understanding the stakeholder
needs, challenges & objectives
Drive innovation by identifying opportunities and investing in technology change
Internal Partnership, Collaboration & Relationship Management
Develop deep trusted relationships within key stakeholders by creating trust & establishing
credibility
Create cross function synergies across the business operations
Skilled in working in a complex, global, matrixed structure with proven ability to influence
and execute through centralized functions
Develop an organizational design that fosters collaboration and the courage to take
informed risk
Skilled in influencing various stakeholders across product and technology for superior results
Advocate to the business for employee and customer centric initiatives
Delivery
With measurable results, unify, develop, and enhance service offerings and customer
experience
Identify, capture, and execute on opportunities to be more efficient –
Ensure we have the right tools, resources, and technology to do the job right
Ensure ‘voice of the customer’ is driving strategy and delivery through close engagement
with customer excellence
Proven leadership of successful transformation programs in global, complex, customer
centric environments
Anticipates customer needs and generates solutions proactively
Relentlessly curious and prepared to challenge the status quo
Skills & Experience
A proven, well rounded commercial leader who has served in global organizations of scale,
that has grown through acquisition versus purely organically
Deep understanding of how emerging technologies can be optimally integrated complex
environments
Evidence of constructing Operations & Content solutions within a complex, larger scale
environment, specifically to drive significant business advantage
A visionary change agent, driving continuous improvement and excellence. Track record of
developing and delivering a strategy & vision that has significantly impacted the customer
experience across the enterprise.
Strong cadence and delivery on Operations metrics - transparency, timeliness, efficiency in
resource planning & execution
Proven experience leading an organization through a period of major cultural & business
transformation
Strong awareness of trends in business strategies for Operations, Content & Strategy
Strong analytical skills with the ability to innovate and make strategic decisions
Strong people management skills with a proven ability to lead a team and deliver results
Handling and motivating a team of 80 FTE’s with 4 Team Leaders and ensuring smooth
functioning within team and the queue and responsible for service delivery excellence
Designed and implemented new process work flow within the business vertical
Ensure adherence to the established quality standards by all teams and contribute to the quality
initiative towards their project deliverables
Responsible for the ongoing process & people improvement through skill set mapping
Capacity Management: Coordinate closely with international & Indian offices, developing
methods to track performance and capacity to deal with work volume volatility.
Monitoring the overall functioning of processes, identifying improvement areas and
implementing adequate measures to maximize customer satisfaction level.
Managing service operations for rendering and achieving quality services; providing first line
customer support by answering queries & resolving their issues, ensuring minimum TAT.
Assessing the customer feedback, evaluating areas of improvements & providing critical feedback to the
associates on improvements and achieving higher customer satisfaction metrics.
Managed operations by conceptualizing & implementing short / long term plans with focus on excelling
business targets & service delivery metrics
Played a key role in focusing on process improvements, risk analysis and mitigation & creating &
performance dashboard