VP Operations - BPM (F&A)

Purpose of the Job:

o To manage operations of multi-client services of end-to-end F&A processes of GL,

AP and AR

o Demonstrate high level of technical skills of F&A experience with team and clients

o Proactive communication and build client relationship to meet high standards of

timelines and quality services delivered

o Perform gap analysis to identify areas where our performance does not meet our

standard and establishes action plan by month to eliminate gaps.

o Recommends product/service enhancements to add value to our offerings.

o Identifies process optimization and cost reduction opportunities in collaboration with

the Process Improvement team based on client feedback, other relevant data

sources.

o Create and maintain appropriate organization structure and staffing levels.

o Responsible for retention of staff, minimize attrition levels, build high motivation team

and groom next level managers to take higher responsibilities

Key Result Areas (Principal Accountabilities)

o Responsible to ensure KPI metrics are met and exceed from client, process and

team perspective

o Responsible to keep the attrition at minimum levels and create good back up & cross

training plan to ensure seamless deliverables

o 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.

o Capacity building, reviews of manpower utilization & ensure that Manpower is fully &

effectively utilized on daily basis.

o Closely monitor the process wise quality issues & take necessary action to improve &

stabilize the process.

o Trouble shooting & proactive client escalation management

o Ensure customer satisfaction. Owning CSAT.

o Team Management and Training and development of staff.

o Provide guidance for an efficient and high-quality functioning team; promote synergy

and best practice sharing amongst resources.

o Drive collaboration with stakeholders in managing high standards of communication

and delivering best in class services.

o Provide guidance in methodologies and processes to enable enhancement of

delivery.

o Productivity & quality improvements on a continuous basis.

o Driving a culture of Delivery Excellence and moving up the maturity to be best in

class.

o Develop winning culture within the team.

o Work on new prospects/ clients and need basis requirements.

Knowledge and Skills

o Must have prior experience in service industry BPO/KPO

o Must have managed team size of minimum 500 FTE

o Must have excellent communication, leadership skills & Domain knowledge.

o Must have prior experience of managing multiple US clients simultaneously

o Preferred to have continuous improvement mindset and knowledge in automation

tools

o Ready to work in continuous US hours (as required)

o Preferred to have client solution and transition experience

o Smart and dynamic

o 15 years management experience, ability to manage priorities and functions, strong

human relations and communication skills, and industry expertise and relationships.

Educational Qualifications:

o CA / CPA / CIMA / CWA, MBA Finance.

Work Experience:

o 10-15 years Post graduation or 8-10 years post professional qualification.

Extent of Public Contact:

o Frequently serves as a representative of QBSS to various organizations within the

community, displaying courtesy, tact, consideration, and discretion in all interactions.

o Continually serves as a representative of QBSS to the contract corporate groups,

displaying courtesy, tact, consideration, and discretion in all interactions.

o Frequently negotiates contracts, answers questions from accounting & other staff,

and interacts with division corporate staff.

o Position requires direct one-on-one as well as group basis interaction with LOB

management team.