Associate Director BCS (Business and Creative Services) – BPO Operations for a Big4 MNC, Kochi, Kerala location

We are looking for Associate Director BCS (Business and Creative Services) for setting up BPO Operations for a big4 MNC, Kochi, Kerala location

Must have worked for International BPO Operations, should have managed multiple global centers and multiple team in multiple locations.

Job Summary:
 The Associate Director holds responsibility for strategic and operational planning and management
of all aspects, including staff, clients and budgets, for teams within Workplace Services. Working
with the higher management team, the position also contributes to the development and
implementation of strategy, best practices and policies and ensuring smooth functioning of
delegated business function. The responsibility would include setting up new operations and
managing them for different customer groups across GSS centers.

Essential Functions of the Job:
 Strategize & Plan operational strategies and long term plans towards operational excellence.
 Develop existing business & also identify new areas of businesses for Workplace Services to
support and expand
 Manage and increase the effectiveness and efficiency of Workplace Services through
improvements to each function as well as coordination and communication between the key
stakeholders and business functions
 Drive improvements to the operational systems, processes and policies in support of overall firm’s
mission — specifically, support better management reporting, information flow and management,
business process and planning
 Develop, maintain and promote positive relationships and engagement with key stakeholders
 Improve service performance levels (SLAs) through effective implementation of operational
 Possess a clear understanding and definition of customer requirements, liaising at ease with the
customers in terms of job receipts, complaints, reporting and review
 Monitor the operations and reporting the MIS of various functional teams including process
documentation like process maps, project plan, process document, migration dashboards,
mitigation plans, training and course plan, etc.
 Deliver continuous improvement and positive impact on the service, in delegated functional /
operational areas
 Performance management of the teams under Workplace services.
 Attrition Management by driving the right kind of work culture and engagement with employees
 Motivate and inspire others to achieve individual and organizational objectives through highly
and effective personal interventions
 Develop and maintain a productive work team via training and succession planning and
consistently promote a strong corporate culture, quality and high performance work teams

Analytical/Decision Making Responsibilities:
 Understand the business requirements clearly and plan for effective utilization of resources,
managing the change requests and risk planning, etc
 Enhance service delivery through frequent interaction with the end user and (or) business sponsors
 Understand the process gaps and propose preventive / corrective action where appropriate

Knowledge and Skills Requirements:
 Very good understanding of business functions and operations
 Demonstrated ability in project planning, management & transition management
 Demonstrated experience in MS Office (Word, Excel & PowerPoint) and fair knowledge of MS
Project, MS Visio and IBM Lotus Notes and SameTime
 Observant with an eye for detail
 Able to work in a team arrangement
 Ability to make sound decisions fast
 Methodical and systematic approach
 Analytical and problem solving ability
 High energy level, confident and assertive
 Flexible with working hours

Supervision Responsibilities:
 Project/Process Management
 People Management
 Leadership skills

Other Requirements:
 Strong interpersonal skills
 Proven influencer and communicator with stakeholders at all levels
 Strong written and presentational skills; ability to clearly communicate complex messages to a
variety of audiences
 Possess high standard of integrity and confidentiality

Job Requirements:
 Post graduate preferably MBA
 Certified in Six Sigma Green Belt or Project Management (PMP) preferred, but not essential
 14 to 16 years with at least 8 -10 years of experience in managing mission critical project teams in
an international BPO operations
Location: Cochin

Please send your resume to

Sunil Kumar

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