Key Result Areas (Principal Accountabilities)

Responsible to ensure KPI metrics are met and exceed from client, process, and team perspective
Responsible to keep the attrition at minimum levels and create good back up & cross training plan to ensure seamless deliverables
Create and maintain a winning culture in their global division and ensure a positive employee experience. Supports the WCAT and follows through with Company initiatives to drive winning culture.
Capacity building, reviews of manpower utilization & ensure that Manpower is fully & effectively utilized on daily basis.
Closely monitor the process wise quality issues & take necessary action to improve & stabilize the process.
Trouble shooting & proactive client escalation management
Ensure customer satisfaction. Owning CSAT.
Team Management and Training and development of staff.
Provide guidance for an efficient and high-quality functioning team; promote synergy and best practice sharing amongst resources.
Drive collaboration with stakeholders in managing high standards of communication and delivering best in class services.
Provide guidance in methodologies and processes to enable enhancement of delivery.
Productivity & quality improvements on a continuous basis.
Driving a culture of Delivery Excellence and moving up the maturity to be best in class.
Develop winning culture within the team.
Work on new prospects/ clients and need basis requirements.

Knowledge and Skills

Must have prior experience in service industry BPO/KPO
Must have managed team size of minimum 500 FTE
Must have excellent communication, leadership skills & Domain knowledge.
Must have prior experience of managing multiple US clients simultaneously
Preferred to have continuous improvement mindset and knowledge in automation tools
Ready to work in continuous US hours (as required)
Preferred to have client solution and transition experience
Smart and dynamic
15 years management experience, ability to manage priorities and functions, strong human relations and communication skills, and industry expertise and relationships.

SVP – Finance & Accounting