Head of Operations (Senior Manager level)

Overview

Our client in the BPO space is searching for a Head of Operations who will manage the overall performance and governance of the account’s Statement of Work (SOW), manage the day-to-day operations in accordance with the requirements of the Service Level Agreements (SLAs) set out in the SOW, and promptly identify and resolve Service delivery issues including implementation of preventive measures.

Responsibilities

• As a key leader, provide exceptional people management, mentorship, and career development to members, including your managers and associates, achieve low attrition levels and high employee engagement. Drive Operations teams to deliver continuous improvement and productivity gains. Flag and escalate business risks to both internal and external stakeholders, keeping mind the internal strategies to support overall goals and objectives.
• Leading end-to-end small to medium project deployment in collaboration with the Total Qu...