Assistant Vice President

Essential Functions:                                                                                                   

• Formulation and execution of capacity and staffing plans based on medium term business forecast

• Negotiating and finalizing SLA’s with the Client - contract negotiation 

• Implementing revenue and cost plans

• Establishing a review/ reporting mechanism with the Client

• Developing and approving incentive plans

• Identify and champion black belt improvement projects

• Review the progress of attrition action plans and check effectiveness

• Provide leadership to team of Managers, Asst. Managers and Executives

• Ensure compliance to all internal and client requirements like SOX, BS7799, ISO etc.

• The Performance parameters include:

• Client satisfaction (15%)

• Revenue and costs (40%)

• Process Improvement (10%) 

• Employee satisfaction (10%)

• Attrition management (25%) 

Any other essential function that may occur from time to time as directed by the Supervisor

Primary Internal Interactions:

• VP Operations.

• HR & Training (Recruitment, HR & Training)

• Migrations Team

• Facilities

• Technology

• Process Leadership

• BD and Marketing

Primary External Interactions:

Client Interactions:

• Business owners

• Procurement governance

• Work Force Management team

• Quality Assurance team 

Managing Teams: 

• Overseeing and supervising teams, setting goals, providing support, and evaluating performance.

• Developing Strategies: 

• Creating and implementing strategies to achieve organizational goals, analyzing data, and identifying growth opportunities.

• Leading Initiatives: 

• Coordinating with other departments, managing budgets, and ensuring projects are completed on time and within budget.

• Decision Making: 

• Making significant decisions that impact the company, evaluating risks and benefits, and consulting with other leaders.

• Communicating with Stakeholders: 

• Presenting information, answering questions, and providing updates to employees and customers

• Supervising Daily Operations: Ensuring employees work according to schedule, resolving conflicts, and conducting performance reviews.

Essential Requirements:

• Credit Clear and Criminal Clear

Education Requirements:

• Matric
• Preferably a Post-Graduate 

Work Requirements:

Overall 5 years of work experience in Business Process Off-shoring

Must have 3 years Senior Operations Management / Head Of Operations Experience