DVP - Operations
On-siteThāne, Maharashtra, India
Job Summary
Manage P&L responsibility and accountability for SC+ business while leading Voice and non-voice Operations Functions, including Collections Domain, Client Servicing, and SLA management. Drive strategic and tactical direction to the operations group of over 1000 employees, overseeing process re-engineering, retention, and succession planning. Ensure timely achievement of SLAs with no revenue shrinkage, maintain productivity and staffing levels for cost management, and manage project margins through effective metrics and system implementation. Collaborate with leaders across Implementations, Client Relations, Sales, Compliance, and IT to optimize resources and sustain operational excellence. Build and develop the operations leadership team while aligning priorities with the company's mission to transform the debt market.
Required Qualifications
- PG / MBA in Management
- 18 + yrs 15 years in BPO environment in domestic set up
- Last 4+yrs as a P&L lead (Min)
- Experience in general operations
- Experience in call centre / collections background
- P&L responsibility
- SLA management
- Governance and Reporting
- Strategic Organizational goals alignment
- Retention and Succession planning
- Process re-engineering
- Voice of Customer
- Metrics representing performance on a daily/weekly/monthly/quarterly basis
- Cost control, profitability, productivity and efficiency
- Continuous improvement
- Operations leadership team management
- Alignment with total company mission, vision and values
Desired Qualifications
- PG / MBA in Management preferable
- Experience in general operations, preferred from call centre / collections background
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