Key Responsibilities Business Planning & Strategic Management
• Prepare annual budgets and business plans aligned with organizational and divisional objectives. • Partner with Business Unit Heads and Account Managers to develop and execute account growth strategies.
• Identify new business opportunities within existing service lines and support expansion into new services. Service Delivery & Operations Management • Lead end-to-end service delivery across multiple voice-based BPO operations.
• Define and implement effective service delivery frameworks and operational controls.
• Drive process compliance, productivity enhancement, and cost optimization initiatives. Resource & Transition Management
• Coordinate with transition teams for effective resource planning and deployment. • Manage workforce planning, infrastructure allocation, and technology rollout. Client Relationship Management
• Act as the strategic interface for assigned clients and business units.
• Build and maintain robust relationships with global stakeholders and leadership teams.
Quality & SLA Management • Conduct operational and SLA review meetings with Operations Managers.
• Drive corrective actions to ensure SLA adherence and operational excellence. Financial & Revenue Management
• Conduct monthly financial reviews with direct reportees and Business Unit leadership.