AddressJob Role : Head - Operations
Job description :
- Uncover areas in our target customer domain where we can add more value through our product offerings.
- Plan and execute operations rhythm for different businesses, with responsibility of sales operations, order fulfilment and customer success targets.
- Identify alignment gaps with different team, and drive transparency and accountability through communication and collaboration.
- Work cross-functionally to structure problems, analyze opportunities, and develop solutions.
- Using data analytics and market intelligence to enhance our value proposition.
- Set-up SOPs and drive them through training and reinforcement; that results in improving the keymetrics that drive Customer NPS
- Track and report all process metrics (Operational & SLA).
- Complete implementation of Operations volume and capacity forecasting model to ensure adequate capacity to manage demand & Initiate work to implement process maturity model.
- Maintain & strengthen process governance and partner communication.
- Develop and implement strategies to continually improve processes, quality, and the customer experience in a cost-effective manner, leveraging quality improvement tools and methodologies such as Lean and Six Sigma
- Build a strong succession pipeline in place.
- Business partner engagement
- Always maintain a strong positive client relationship and achieve/exceed satisfaction expectations.
- Collaboration with multiple stakeholders across the line of business
- Integration and alignment with function's vision and strategy
- Support strategic objectives.
- Incremental net contribution of 5% to bottom line, through Productivity and Cost Efficiencies.
- Continually measures and evaluates all work processes using Lean, Six sigma, and other improvement methods.
- Develops and achieves performance goals and objectives in order to deliver an exceptional customer experience.
- Implements change or develop new processes as necessary to provide the ability to better service multiple work types.
- Drive the Strategic Transformation initiatives linked to Automation and Digitization aimed at enhancing client experience and generating savings for the organization.
