Roles &

Responsibilities: -

OperationalGovernance & Reporting: -

- 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: -
- 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: -




- 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: -
- Over 10 years of robust operations management experience in BPO/ITES.
- Previous experience leading a large operations unit/line of business in a agile environment.
- 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 (Madhya Pradesh)
🏢 Annova Solutions
📍 Madhya Pradesh