Job Title: Associate Director – Operations BFSI
Job Type: Full Time
Grade: C
Function/Department: Operations
Reporting to: Director
Pay Range: XXXXX
Role Description: The Associate Director - Operations is responsible for optimizing operating performance and attaining financial objectives for designated processes or programs. This leadership role involves overseeing the entire process or specific segments, ensuring strategic management and effective execution.
Roles & Responsibilities
- Execute the agreed-upon operations strategy to enhance profitability, productivity, and efficiency throughout the region/business unit.
- Conduct ongoing staffing analysis, monitor productivity, and maintain service levels.
- Ensure high customer/client satisfaction, fostering retention and account growth.
- Achieve business profitability through revenue maintenance and effective cost management.
- Develop strong partnerships with key customers and suppliers.
- Create and execute the Annual Operating Plan, driving orders, revenue, gross profit, cash, and operating income targets on a monthly and quarterly basis.
- Acquire and retain talent, fostering the growth and development of team members to ensure employee satisfaction.
- Facilitate retention efforts and contribute to the reduction of attrition
Expected/Key Results:
- Increase in revenue growth from existing clients, new business (ECNB) and existing clients, existing business (ECEB)
- Ensure profitability (GMB) of the Business Unit
- Meeting all client SLAs and internal Ops efficiency and effectiveness metrics through continuous process improvement for the process
- Meet retention target for the program
- Meet process budgets and financials
- Build new client relationships and sustain existing client relationships
- Build strong internal stakeholder relationships as seen through IVOC / stakeholder feedback
- Achieve a score of X on Employee Satisfaction parameters for respective programs/centers
Preferred Educational Qualifications
- Bachelor's degree in Business Administration, Operations Management, or a related field.
Preferred Work Experience
- Minimum of 13–15 years of experience in Operations Management, with a strong focus on process optimization, team leadership, and strategic planning.
- Proven experience in managing BFSI (Banking, Financial Services, and Insurance) operations, with a strong understanding of industry processes, standards, and business requirements.
Competencies & Skills
- Effective communication with senior management, cross-functional teams, and external stakeholders.
- Demonstrated capability to manage intricate assignments, providing a comprehensive overview of complex projects. Proficient in communicating plans and approaches clearly, concisely, and professionally, both verbally and in written form.
- Proficiency in driving and managing organizational change, fostering an environment of adaptability and continuous improvement.
- bility to provide vision and strategic direction, aligning operational goals with broader organizational objectives.
- Must be a change agent focused on delivering results, possessing proficient facilitation skills with the ability to influence, negotiate, and resolve conflicts effectively.
- Successful track record in peer collaboration, ability to train, coach and mentor others
- Excellent ability to understand client business drivers and objectives.
- The ability to come up with innovative ideas or to develop creative ways to solve a problem.
- Understanding the organization's industry, market, and competition to make informed decisions.