Vice President - Operational Excellence at Surgo HR & Training

Job Description:
Role & Responsibilities

• Develop & execute the strategic plan for operational excellence in alignment with the vertical's goals and objectives
• Life insurance domain experience
• Look at training needs and put proposals forward
• Ensure the alignment of operational activities with financial targets and performance indicators
• Identify and implement cost optimization initiatives and best practices across the value chain
• Lead and mentor a team of operational excellence professionals to drive performance improvements
• Foster a culture of continuous improvement and operational excellence throughout the organization
• Participate in all deals to provide strategic inputs on the overall operational structure
• Provide insight into financials and ways to improve them
• Provide inputs and best practices across the industry and within the organization for improved and seamless transitions
• Guide on standardizing core project management deliverables across the board
• Provide guidance on clarity of roles and responsibilities between multiple functions for clear segregation of duties and reduce pressure on the operations team during an implementation
• Identify, analyse, and prioritize areas for process standardization improvement and optimization
• Review current practices for operational metrices for example goal forms, P4P through put, hiring standardization, pre-process training effectiveness, etc.
• Create analytical insights for areas which need reconsideration example hiring effectiveness, MEI rationalization during and post new implementations
• Exploring reporting mechanism for each of the operational matrix to ensure visibility and governance from service delivery leads
• Oversee the performance of operations for potential enhancements to service level agreements (SLAs) and key performance indicators (KPIs) as a key differentiator in the market
• Collaborate with functional leaders to implement operational improvements and drive productivity gains
• Utilize data analytics to identify trends, root causes, and opportunities for improvement
• Guide and encourage change initiatives to ensure successful implementation and adoption of new processes and technologies
• Communicate effectively with stakeholders to gain buy-in and support for operational excellence initiatives
• Work with the training teams to co-create or enhance current training programs and materials to support continuous improvement efforts
• Tracking and reporting of the concerns / issues tracker on a fortnightly basis with leadership (and actions thereof along with best practices to bring in synergies between multiple client areas with a similar scope)

Professional Qualifications

• Minimum 13 years' work experience; preferably from BPO background
• Previous international Voice experience
• Possesses necessary knowledge of business concepts to effectively perform the job
• Should have managed Teams for at least 3 years
• Commits to achieving specific objectives and takes ownership for accomplishing them.
• Proven experience in stakeholder management, with the ability to effectively communicate and collaborate with internal and external stakeholders.
• Excellent team management and leadership skills, with the ability to inspire and motivate team members to achieve their full potential.
• Strong project management skills, with the ability to manage multiple projects simultaneously and deliver results within established timelines.
• Exceptional communication and presentation skills, with the ability to convey complex information in a clear and concise manner.
• Demonstrated ability to operate with minimum supervision and take initiative to drive initiatives forward.
• English language proficiency
• Should be familiar with MS Office
• Makes decisions in a timely manner; shows good judgment about when to make decisions independently and when to collect more information or involve others.
• Responsible for handling high volumes of transactions.
• Effectively balances quality, timeliness and productivity standards
• Self-discipline
• Result orientation
• Adaptability
• Listening and comprehension skills
• Questioning and Reasoning Skills
• Customer Service focus and telephone etiquette
• Ability to multitask, prioritize and manage daily work activities