Vice President : Operations Vadodara, Gujarat, India

Vice President : Operations Vadodara, Gujarat, India

Description

The Vice President of Operations is a critical leadership role responsible for overseeing all operational facets of the organization. The primary objective is to drive operational excellence, ensuring efficiency, strategic alignment, and exceptional performance. This includes streamlining processes, optimizing resource allocation, continuously improving quality, and aligning operations with long-term strategic goals. The VP of Operations will focus on cost control, risk management, regulatory compliance, and fostering a culture of innovation, collaboration, and continuous improvement. This position is essential for achieving customer satisfaction, driving growth, and maintaining our industry leadership.

Key Deliverables & Responsibilities:

Business Direction: Provide overall direction, coordination, and evaluation of managed teams. Embody and demonstrate core values and leadership principles. Execute supervisory and management responsibilities in accordance with organizational policies and procedures.

Leadership: Mentor others in developing leadership behaviors. Hire, manage, and develop high-performing teams. Identify individual strengths and actively foster career advancement.

Strategic Alignment: Understand core business values and initiatives, translating them into everyday operational practices. Collaborate with the COO to determine strategy for achieving overall site goals. Shape team direction, maintaining focus and motivation to deliver results.

Decision Making: Combine deep cross-functional business understanding with long-term industry-wide strategic context for all decision-making. Position the organization for success.

Problem Solving: Apply best practices to strategic decisions. Solve complex operational issues by proactively identifying and eliminating root causes. Optimize resource allocation for the organization's benefit.

Process Improvement: Maintain a thorough understanding of technical systems used in daily operations. Implement changes or develop new processes to better service multiple work types. Continuously measure and evaluate work processes using methodologies like Kaizen, Lean, DMAIC.

Effective Communication: Influence, manage, and present ideas through clear written and oral communication. Demonstrate emotional maturity and composure under pressure. Build positive relationships with stakeholders and partners.

Adaptability: Overcome time zone and geographical challenges to drive cross-functional initiatives and ensure policy compliance. Manage the complexity of multiple lines of business and regions.

Operational Excellence: Develop and implement operational strategies aligned with organizational goals.

P&L Management: Develop and implement financial strategies to achieve revenue and profitability targets.

Resource Management: Oversee resource allocation (budget, staff, equipment) for operational efficiency.

Cost Optimization: Develop and manage budgets, control operational costs, and identify cost reduction opportunities without compromising service quality.

Quality Assurance & Compliance: Establish and maintain quality assurance processes to ensure compliance and high-quality service delivery.

Performance Metrics & Reporting: Define and monitor KPIs, create performance reports, and make data-driven decisions.

Risk Management: Identify and mitigate operational risks, developing business continuity and disaster recovery plans.

Regulatory Compliance: Ensure compliance with industry regulations and standards, adapting operations to regulatory changes.

Customer Satisfaction & Retention: Implement practices to exceed client expectations, maintain high satisfaction, and promote long-term relationships.

Technology Integration: Identify and implement technology and systems to streamline operations, driving innovation.

Environmental & Sustainability Initiatives: Develop and implement environmentally responsible operational practices.

Safety & Compliance: Ensure adherence to safety protocols and regulatory compliance in all operational activities.

Strategic Partnerships: Collaborate with internal departments and external partners to support business strategy.

Conflict Resolution & Issue Handling: Address and resolve team and client issues promptly.

Change Management & Scalability: Lead and support changes related to scalability, technology adoption, or expansion.

Internal Interfaces: Business/Internal Stakeholders, Recruitment, HR, Training/L&D, Management, HODs, Admin, Employees, IT, Finance. External Interfaces: External & Internal Clients, Vendors, Outsourcing/Innovation Partners.

Knowledge/Skills/Experience:

Knowledge: BFSI

Skills: Leadership, Integrity, Conflict Resolution, Innovation, Adaptability, Technology Implementation, Strategic Thinking.

Experience: 20+ years overall experience (15+ years in leadership roles) in ITES, BFSI, BPS, KPO (Voice & Non-Voice Operations). Extensive US market exposure is a must. Span of control: 500-1000 FTEs.

Desirable Qualifications/Certifications/Education:

Education: Bachelor's/Master's Degree

Professional: Business/Operations Management Certifications, Lean Six Sigma Certifications, PMP Certifications.

Requirements

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Please only apply and press yes if you have read the requirements, education, experience and certifications, and match these.

Location

Vadodara, Gujarat, India