Summary:

We are seeking an experienced, strategic, and results-driven Director Operations to lead operational performance, business strategy, financial optimization, people development, and client success initiatives. The Director Operations will be responsible for aligning the company’s vision with financial and human capital objectives while developing and implementing best industry practices to optimize organizational processes and achieve company goals.

The ideal candidate for Director Operations will possess strong leadership experience within the outsourcing/BPO industry, a proven ability to manage large-scale operations, and a deep understanding of financial performance, workforce optimization, client relationship management, technology, and process improvement.

Key Responsibilities:

Strategy

• Effectively design, communicate, and establish business strategies (short term and long term) to meet and surpass set targets. Ensure that the company and client goals are aligned.

• Directs, monitors, and evaluates financial controls to apply the most cost-effective methods and approaches for profits optimization.

• Understand, and take measures through analysis of budget allocations, profit and loss statements and ROI.

• Identify and develop new opportunities for the organization to sustain growth. Make provision for the development and management of the organization’s technological and human capital.

• Evaluates and analyzes business procedures, at the same time develop and maintain research and development programs to ensure that the company provides a leading edge to its clients and remains competitive.

Operational

• Effectively communicate and implement client/account SLAs. Incorporate best practices and tools/ technologies to enhance and maximize resource utilization.

• Ensures that each associate owns and understands operating objectives and required standards of performance.

• Closely monitors operating and financial results against plans, budgets, and forecasts to identify gaps and take remedial actions where necessary.

• Communicates and explains new directives, policies, or procedures to concerned associates, communicates effectively to explain changes, answer questions, and maintain required levels of trust and morale.

• Establishes qualitative and quantitative metrics, guidelines, and standards by which the organization’s operational efficiency and effectiveness of processes can be measured; also identifies opportunities for improvement.

• Collaborate with other support areas to ensure integration of technology, with other processes to produce seamless workflows and effective business processes.

• Execute and apply data and technical strategies for smooth running of operational processes.

• Create and implement SOPs which ensure a smooth a seamless running of all campaigns.

People

• Direct, mentor, and support Associates, ensuring continuous coaching and training.

• Establish and monitor performance benchmarks, providing feedback and guidance as needed.

• Keep updated with the latest industry trends and best practices.

• Facilitate training programs for associate skill development.

• Efficiently allocate and optimize the use of human and material resources.

• Identify and create a continuous pipeline of successors.

• Strategically plan for future resource needs.

Client Relationship/Customer Success

• Responsible for identifying, target and connect potential clients/accounts using multichannel support including the Business development and marketing verticals.

• Successfully design, execute, and implement effective client acquisition strategies, to nurture mutually beneficial client relationships.

• Take charge of pre- and post- client boarding processes in terms of responding to RFPs, formulating proposals, and finalizing contracts.

• Client onboarding: Shaping solutions and properly scoping/pricing engagements, establishing optimal operating models and project team organization, and leading the transition from the sales process to the delivery phase.

• Ensure that operations are streamlined according to the SLAs and expectations set by each account.

Requirements:

Education

• Master’s degree required.

Skills

• Demonstrated ability to drive operational efficiency and process improvement in an outsourcing environment.

• Proficiency in essential industry technologies such as artificial intelligence, data to voice and voice to data integration, unified communications, cloud systems and communications, big data and data analytics, and automation with voice recognition.

• Ability to adapt to changing industry tools and trends and implement them in the operations strategy.

• Experience in advising clients and making decisions that show expertise, understanding the core drivers of both the clients’ business and the situational complexity, and maximizing value.

• Leadership growth and development.

Objectives:

Duration and Nature of Previous Experience:

• Minimum of 10 years of progressive leadership experience spanning operations and human resources in a related industry.