Director of Operational Excellence
7 hours ago
This leadership position focuses on enhancing operational efficiency, driving revenue growth, and delivering exceptional customer experiences through strategic planning, effective leadership, and optimal resource allocation.
Key Responsibilities:- Promote operational excellence through strategic planning, contract compliance, and governance mechanisms.
- Strategic Planning with Senior Stakeholders & Clients:
- Collaborate with senior leaders to establish strategic and operational plans aligned with account objectives.
- Develop long-term strategies to expand into new markets and explore alternative revenue streams.
- Contract Compliance & Adherence:
- Maintain stringent SLA compliance, ensuring all contracts meet or exceed expectations.
- Address audit findings proactively, ensuring no significant non-compliance issues arise.
- Monitor and Review Delivery Parameters:
- Assess customer goals and performance metrics, aiming to consistently surpass targets.
- Guarantee exceptional performance and quality across all accounts.
- Delivery Governance:
- Regularly review and analyze delivery dashboards/MIS to identify areas for improvement.
- Share account performance insights with stakeholders, promoting transparency and collaboration.
- Forecast and Track Key Account Metrics:
- Invoicing:
- Timely submission of invoices according to SOW requirements.
- Resolve any invoicing disputes efficiently.
- Internal Collaboration:
- Support activities like RFP responses, capability demos, and customer sales pitches.
- Identify quick wins through automation and related initiatives.
- Alignment with Delivery Lead:
- Ensure margins are maintained, aligning account numbers with commitments.
- Invoicing:
- Resource Optimization & Retention:
- Maximize resource productivity through effective planning.
- Monitor resource allocation and fulfillment, ensuring seamless delivery.
- Minimize manpower wastage by collaborating with the delivery head.
- Capability Building:
- Enhance customer service capabilities within existing accounts/clients.
- Develop capabilities within service lines and products as per account needs.
- Stakeholder Engagement & Management:
- Facilitate stakeholder coordination for seamless account delivery.
- Engage with client leadership to communicate progress against account plans and projects.
- Effective Team Leadership:
- Resourcing:
- Recruit suitable resources for the team.
- Talent Development:
- Provide necessary training and support for team members to boost capability and effectiveness.
- Team Dynamics:
- Encourage diversity in leadership roles.
- Performance Evaluation:
- Establish clear goals, conduct regular performance assessments, and offer constructive feedback.
- Employee Engagement:
- Foster a positive work environment through engagement initiatives.
- Monitor team satisfaction and develop strategies to boost morale.
- Responsibilities & Roles:
- Address customer escalations promptly.
- Facilitate operational reporting with clients.
- Oversee voice and non-voice contact center services.
- Monitor associate schedule adherence and report issues affecting service levels.
- Agent transaction monitoring.
- Desirable Skills:
- Healthcare domain experience is a plus.
- Responsible for administrative tasks including reporting.
- Outstanding communication, presentation, and interpersonal skills.
- Able to design and implement process improvements incorporating technology and performance.
- Skilled in planning, prioritization, organization, and client communication.
- Proficient in contact center applications, workforce management tools, quality software, and related technologies.
- Similar role experience.
- Strong analytical and problem-solving abilities.
- Excellent communication and interpersonal skills.
- Resourcing:
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