Roles &

Responsibilities:
- OperationalGovernance & Reporting:
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• Oversee operations for the assigned line of business, acting as a proficientliaison between internal and external stakeholders.
• Analyze and address performance trendsthrough dashboards, implementing proactive measures to ensure competitive operations governance aligned with contracted SLAs.
• Periodically review and reportline of business metrics to senior leadership, providing insights into performance improvement areas.
• Identify and manage operational risks, implementing effective controlsin collaboration with support departments.
• Strategically allocate responsibilities within the business unit, aligning them with evolving business and stakeholder requirements.
• Conductregular talent and skill matrix reviews, governing recruitment and onboarding of operations staff with a focus on skill-based alignment. Problem Analysis and Resolution:
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• Train operational managers on identifying and addressing core challenges, fostering a solution-oriented approach.
• Identify opportunitiesfor processimprovement, coordinating and implementing various transformation methodologies Stakeholder Management, Client Relationship:
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• Lead stakeholder engagements, ensuring effective client communication through available channels to maintain positive customer sentiment.
• Interpret organization, business, and clientrequirements with an agile approach.
• Provide scheduled and ad-hoc governance and financial reporting. Business Focus, SLA & Compliance:
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• Monitor performance SLAs, preventincentive and revenue loss, and identify areasfor operational expansion within line of businesses.
• Ensure adherence to ISO/PCI compliance controls, meeting auditrequirements, and implementing effective controls on identified alerts. Employee Centricity:
• Motivate teams, fostering a culture of continuous learning and skillset enhancement.
• Conductscheduled and ad-hoc connects with teams and managers, identifying needs and opportunities for proactive action.
• Foster the development of line of businesses by providing timely and constructive feedback, effective counselling, and timely rewards and recognition. P&L; Ownership:
• Responsible for overall Profit & Loss management, ensuring revenue growth, cost control, and operational efficiency. Requirements Successful Candidate must have:
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• Over 10 years of robust operations management experience in BPO/ITES.
• Previous experience leading a large operations unit/line of business in a dynamic setting.
• Strong planning skills with the ability to interpret, analyze, and present data effectively.
• In-depth knowledge of performance metrics and stakeholder management.
• Experience in Client SLA management and adherence, representing business/delivery for transformation projects.
• Creative and strategic thinker with the ability to foster similar attributes within the team.
• Willingness to work in a 24x7 operations environment, with knowledge of Lean and Six Sigma principles

📌 Associate Director-Medical Record Retrieval (India)
🏢 Annova Solutions
📍 India