Responsibilities

Financial Management

• Direct annual budgeting and planning process for the organization's annual budget
• Develop and manage annual budget
• Oversee monthly and quarterly assessments and forecasts of organization's financial performance against budget, financial and operational goals. Oversee short and long-term financial and managerial reporting.
• Develop long-range forecasts and maintain long-range financial plans
• Prepare annual audit and be a liaison with all outside vendor
• Manage Profit and Loss of the programs handled

Organizational Effectiveness

• Manage functions
• Increase the effectiveness and efficiency of Support Services through improvements to each function (Recruitment, Training, Quality, Workforce, HR, IT, Finance) as well as coordination and communication between functions
• Implement and oversee the quality of deliverables and manage team relationships effectively to ensure exceptional performance
• Drive initiatives in the management team and organizationally that contribute to long-term operational excellence 
• Process improvement – reviews and evaluates existing processes and works with his/her team to create and implement improvements using Six-Sigma, DMAIC, LEAN etc. methodologies, and RPA/Automation; Business Transformation
• Participate in the development and presentation of proposals for business development
• Establish operations objectives and work plans, delegate assignments to subordinate Team Leads when necessary, and conduct regular meetings to improve productivity, product knowledge and customer satisfaction.

Organizational Leadership

• Contribute to short and long-term organizational planning and strategy as a member of the management team
• Balance the needs of key stakeholders and ensure the teams they are involved with are aware of the combined end goals
• Manage and drive performance from the Operations Managers, Associate Managers, Team Leaders and Associates in meeting SLAs and KPIs
• Lead multiple programs and LOBs
• Will act as the site POC and oversee business continuity

Client Relationship

• Lead and deliver complex client engagements that help identify, design and implement creative business solutions for the company
• Provide excellent customer service and determine the needs of the client

Other tasks as assigned by the immediate reporting manager as needed by the business

Requirements

• Candidate must possess at least a Bachelor's/College Degree , Post Graduate Diploma / Master's Degree, any field
• At least 12 year(s) of working experience in the related field is required for this position
• At least 2 years working in a Director level and has had P&L responsibility, and managed projects
• Preferably Directors specializing in Customer Service or equivalent
• Ability to handle 800+ FTEs under multiple line of businesses 
• Managed teams in various geographic locations with a proven track record of meeting and exceeding financial targets
• Has worked at multiple client accounts to gain experience in working with and handling different types of clients; strong client facing abilities including the ability to handle scope issues
• Has the ability to work with senior management and work within the political structure of his/her own organization as well as the clients
• Is able to communicate effectively in writing, verbally, and through presentations
• Possess strong people skills - is able to work with other organizations such as third party vendors, sales, marketing, and legal, and understand their terminology; understand the requirements for the various staff positions
• Strong planning abilities (both strategic & tactical)
• Has an understanding of the technology/RPA used in the BPO industry
• Strong negotiation skills
• Strong Business Acumen