Manage BPO requirements; manage organizational structure; recruit a high-calibre team; setting strategic plans and performance targets; and developing operational plans.
Develop high-calibre team by recruiting, selecting, on boarding, training, and coaching employees; effectively communicate job expectations; plan, monitor, appraise, and review direct report performance; plan and review compensation.
Determine strategic focus, including evolution of work verticals; alignment of training with worker skill levels; ROl analysis on pursuing ISO or other certifications; and positioning of MVP Asia Pacific Inc relative to competitive landscape.
Monitor and evaluate performance based upon financial, operational, and impact KPIs.
Be a regular presence on the production floor and actively interact with managers, supervisors and agents to ensure productive engagement and proper functioning of systems.
Manage functional direct and dotted-line areas, including human resources, training, quality, technology, facilities and security to ensure that local expectations are clear and deliverables are met.
Meet BPO financial and impact targets by supporting the preparation of annual budgets; forecasting expenditures; taking ownership of variances; and complying with the company's recruitment and compensation practices.
Test and refine new operational strategies that support efficiency, scale, and best-in-class BPO processes and share learning's with key company stakeholders.
Maintain professional and technical knowledge by tracking emerging trends in BPO management; actively engaging in and participating in the BPO/ICT community
Ensure alignment and execution of employee training with business needs, including providing ongoing feedback to the organisation on baseline training requirements; integrating BPO training tracks into employee workforce development plans; and working with operations to develop and track worker skill-sets and skill levels in order to execute sales pipeline.
Ensure compliance with regulatory agency guidelines and standards.
Along with overseeing BPO operations the role will closely work with sales and pre sales to close business and support large bids with leading global businesses.
Bachelor's degree in a Business, Finance, Operations or related discipline
A minimum of ten years of experience in BPO management
Demonstrated ability to collaborate across an enterprise toward mutual success
Ability to influence, persuade and negotiate
Capability and flexibility to meet demands and change drivers
Experience in BPO management, including strategic design, organizational management, and workforce development.