Role Summary:
Head of Operations will lead and manage a team which works with the customers in enrolling, onboarding, payrolling, invoicing, collections and counselling trainees/apprentices in skill upgradation and education completion. This role requires skills and experience in building service delivery capabilities and capacity to meet the customer demands in a service based industry. The leader would be required to build/strengthen new/existing operations processes with an analytics system and deliver operational KPIs complying with the apprenticeship laws. As a people leader, the role requires to develop a culture of performance and encourage innovation among the team and mentor teams. The leader should optimize resources, drive efficiencies and utilization, manage budgets, establish relationships with clients and present progress in business reviews. This role requires high collaboration with Sales, Account Management, Hiring, Compliance, Technology and other horizontal departments to implement best practices.
Key Responsibilities:
1. Provide leadership to develop performance/productive management culture
a. To develop a monthly matrix of KPI and sustained effort to adhere to the same.
2. Encourage innovation and creativity and at the same time institutionalize processes and systems to ensure compliance to processes and procedures thus increasing customer satisfaction
3. Drive key decision making process pertaining to strategic initiatives, operating model and operational execution
a. Strategy driver – responsible to develop & encouraging the team towards customer service strategy to increase customer satisfaction, retention, increase associates paid on time and positive word of mouth and reduce non-payment
b. Mentor teams to redesign / re-engineering processes & their approach towards radical Innovation; thinking about game changing models that bring us closer to our small contractor competitors who provide customized services
c. Drive process improvements by using quality tools and impeccable integrity towards work
d. Leads or partners on organizational projects or initiatives that impact the operations
e. Optimizes the existing resources to ensure business gains and support in creating process and work environment that minimizing total operating expense and maximize production
4. Attend all Business Reviews and own action plans
5. Leadership to inculcate operational rigor ensuring a high level of SLA achievement and client service orientation
a. Breakthrough results: Meets or exceed business goals – client’s performance parameters (Productivity, Quality & Turnaround time)
6. Responsible for day-to-day operational management and personal development of his/her team to achieve organizational goals & adherence to company’s / client’s policies
7. Manage not only customized complex payroll process in line with specific apprenticeship laws & guidelines, but also inbound/outbound client servicing, collections, service support, and fundamental compliance supporting the business
8. Regular review of operations performance, financial performance and attrition and leading the development and execution of action plans
9. Developing and guiding a team to inculcate inter & intra department networking and coordination skills at all levels to ensure smooth running of the day-to-day operations. Work in close coordination with various functions within the organization to achieve desired results
10. Bringing-in and nurture talent at the leadership level, & ensuring and implementing a succession plan for all direct reports
a. Developing direct reports: handling appraisals, supervising, guiding, leading team managers, driving people growth
b. Coaching & development: Identifying development areas & skill sets of individuals and mentoring team accordingly to deliver business objectives and nurturing individual aspirations
c. Team building: Creates and maintains a spirited work environment that promotes positive communications and rapport building through transparent business practices
d. R&R: Ensuring effective and timely recognition of performance & assist in designing effective reward and recognition programs to extract maximum operational response
e. Employee motivation and retention
f. Ensures continual learning around policies, best practices, compliance, systems for team and self and appropriate implementation of the same
11. Responsible for ensuring the Operations budget for the year is under control and adherence to the Operations expenses for the financial year.
a. Prepare and maintain regular planning and cost reports, resource planning & business forecasting
12. Workforce Management: Organizes work schedules in a production environment for his/her team to ensure appropriate resource allocation and coverage. Managing and ensuring hiring of resources as per budget or as per business needs
13. Establish and maintain a personal relationship with clients with capability to influence decision-making at the client end
14. Partner with Business Development team to implement best practices and align actions to meet client objectives
Education & Experience:
1. Graduates in any stream.
2. 15 years of work experience out of which at least 10 years handling complex operations.
3. Experience of managing large operations involving dynamic customer services environment at a senior level essential, BPO or Staffing
4. Number / financial orientation (Drive for results and detail oriented)
5. Sound decision-making, problem solving and analytical abilities required to interpret data and take decisions based on facts
6. Organization and people development
7. High client management and relationship skills and ability to network at senior levels (interpersonal Skills)
8. Some level of experience in Staffing/HR business or Back-office processing preferably in HR/Finance processes
9. Action Oriented & Multi-tasking capabilities
10. Flexible to adapt change
11. Excellent presentation and communications skills to interact with any levels within or outside the organization
12. Excellent interpersonal, Team building and coaching skills
