Assistant Vice President Operations

Found in: Talent ZA C2 - 3 weeks ago


Cape Town, South Africa Isilumko Staffing Full time

Basic Function

 

  • Manage the Operational Delivery which include, but is not limited to: Capacity Planning, Adherence to Service Levels, Revenue Realization, Profitability
  • Ensure all migrations are managed seamlessly
  • Map peer levels across client organization and establish peer level relationships within the client organization
  • Establishing operational performance goals
  • Work with the Sales, Client Relationship managers & Migrations team to provide support/oversight for new/ additional off shoring opportunities
  • Put control measures in place to ensure adherence to budget and cost control

 

 

Essential Functions

 

This position is responsible for Operations Key responsibilities include:

 

  • Formulation and execution of capacity and staffing plans based on medium term business forecast
  • Negotiating and finalizing SLA’s with the Client - contract negotiation
  • Implementing revenue and cost plans
  • Establishing a review/ reporting mechanism with the Client
  • Developing and approving incentive plans
  • Identify and champion black belt improvement projects
  • Review the progress of attrition action plans and check effectiveness
  • Provide leadership to team of Managers, Asst. Managers and Executives
  • Ensure compliance to all internal and client requirements like SOX, BS7799, ISO etc.

 

The Performance parameters include:

  • Client satisfaction (15%)
  • Revenue and costs (40%)
  • Process Improvement (10%)
  • Employee satisfaction (10%)
  • Attrition management (25%)

 

* The weightages may change from time to time depending on business requirements

 

Any other essential function that may occur from time to time as directed by the Supervisor

  • Inbound call center experience is essential.
  • Some level of experience in Back-office transaction processing preferred
  • L&A Insurance, preferably US.

Work Experience Requirements

 

  • Minimum 8 years’ work experience; preferably from BPO background preferably insurance

Should have managed Teams for at least 3 years


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