*MBA/CA / ICWA / CPA
*Total Experience - Between 12-17 years post Qualification.
*Min. 5 yrs of exp in an international BPO.
Principal Responsibilities
*Develop strategy for identifying processes that can be off shored – existing and new clients
*Solutioning for new clients and new processes of existing clients
*Will be resposible for business development and P & L of WBPO business,
*Ensure COPC/ BS7799 and other security procedure as specified by the Risk and Compliance team, are adhered to.
*Represent the location in internal and external forums for providing visibility to the location achievements/ improvement areas.
*Front end client visits and lead site level initiatives.
*Work closely with other functions to implement appropriate operational standards.
*Conduct an open house once a month where employees can voice their opinion on operational / compliance /administrative issues.
*Communicate the action plans and initiatives undertaken by the Management Team and other LHs at appropriate intervals.
*In addition to this, conduct Location Council meetings, at least once a month where employees can voice their opinion on operational/ administrative issues such as :
1. Facility Management - Housekeeping, Visitors hospitality, food ect
2. Employee issues and concerns
3. Any other operational issues
*Own and continuously improve transition methodology
*Manage operations for the processes owned & Provide functional support and direction to the reportees on customer support needs
*Project planning and execution – Prepare overall transition plan, track progress, manage transition related issues, milestone reviews, manage process ramp up and stabilization
*Relationship management – Build relationships with customers and look for opportunities
*Develop KPI for processes – work closely with stake holders and negotiate KPIs and reporting structure for processes .
*Responsible for creating SOP
*Monitor the performance of the team and coach them, if required
*Initiate and guide the team in Quality audits and improvement projects
Critical skills required
*Strong interpersonal and influence management skills
*Ability to work and communicate with people across organizational units
*Ability to manage team consisting of highly skilled team members
*Ability to think strategically and translate strategy into action plans
*Strong analytical skills with an ability to problem solve with a win-win negotiation approach
*Ability to lead people on large, multi-functional efforts
*Willingness to work in shifts
*Good analytical ability.
*Mindset of excellent process execution & continuous improvement.
*Execellent MS office knowledge - excel (incl Pivot),
*Knowledge of Accounting concepts & principles, US GAAP, Sox/SAS Compliance, ERP & other software applications will be an added advantage.
*Attention to detail/Comfortable with MS – Excel and number crunching
*High level of mental maturity and Customer Service skills
*Execellent written & verbal communications including ability to make very good presentations.
*Understanding of end to end business and F&A processes incl exposure to quality.
