Delivery

Director Operations – TAC

Title: Director Operations – TAC

Location: Chennai

Experience: 10 to 15 years in Business Operations

 

About the Role:

The Director of Operations will bring extraordinary focus and expertise in designing, implementing, and scaling a dynamic operation and organization focused on customer-centricity, team growth, and well-being, and operational rigor.

The incumbent should be a dynamic people leader who understands the – bigger picture and can balance strategic vision and thought leadership with execution excellence. The ability to work cross-functionally across the organization is another critical aspect of this role.

 

Job Description:

  • Manage business operations, including the development and execution of the overall business strategy.
  • Contribute strategically to the growth and direction of clients’ products and services across different regions.
  • Establish strong relationships with clients. Meet and exceed business growth targets.
  • Drive operational improvements for business vertical(s), including optimizing resource allocation across teams, measuring progress against business goals.
  • Participate in and help steer global initiatives as appropriate and ensure that global initiatives are rolled out properly to your vertical/sector.
  • Design and run scaled operations with a data-oriented approach. Provide vision and leadership for business.
  • Build high-performance teams, improve organizational efficiencies, build scalable business processes and infrastructure.
  • Ensure alignment with cross-functional teams across business lines that support and help execute better business.
  • Participate/lead cross-functional strategic planning activities to plan budgets, expansion plans, and operational plans (service design, operations costs, HC, hiring, etc.).

 

Desired Skills:

  • Any Graduate/PG Degree having 16 – 20 years of work experience
  • Experience in Enterprise Support/Contact Centre/BPO into International & Domestic Operations
  • Have Managed a headcount of 100 – 250
  • Strong internal client-facing skills with excellent communication, negotiation, and conflict management skills.
  • Experience with socializing and presenting analysis, proposals, and strategies to organizational leaders with a demonstrated affinity for metrics.
  • Demonstrated success in building operations teams in customer service.
  • Strong analytical and problem-solving skills; ability to analyze data, understand trends, and develop recommendations for action based on the analysis. Successful track record in growing and inspiring a large team, with proven ability to select, attract, motivate, retain, and develop leaders and team members.
  • Ability to streamline complex processes and implement workflows designed to increase efficiency. Ability to effectively influence and drive cross-functional change with multiple stakeholders at all levels of management working across engineering, product, marketing, and business development teams.
  • Strong track record of cross-functional leadership, general management capabilities. Experience with a matrix-driven organization.
  • Proven ability to drive performance and grow businesses. Analytical acumen and thought leadership, paired with an agile mindset and can-do attitude.
  • Distinctive problem-solving and project management skills, including experience executing complex strategic and operational initiatives.
  • Strong business acumen and the ability to successfully navigate and influence strong personalities within a complex business environment. Ability to pay attention to detail while handling multiple, simultaneous projects.
  • Excellent communication and facilitation skills, proven track record of building strong relationships with stakeholders.
  • Data-driven with a keen eye for detail – proactive identification of failure points/ risks and develop action/ mitigation plans
  • Ownership & accountability – for the team performance (SLAs and KPIs)

Vice President – Delivery Strategy, Planning and Operations

Position: Vice President – Delivery Strategy, Planning and Operations

Location: Chennai/Bengaluru

Reporting: CFO & CDO

Experience: 15+ Years

 

Role Summary:

This role requires an individual to lead to the Delivery Strategy, Planning and Business Operations at CSS. This role will have dual reporting into CFO & CDO while managing a team of 20 heads with 3-4 direct reports. This is a transformational role that is essential for CSS growth and profitability. This role involves driving strategic initiatives within the Delivery organization by working closing with the delivery senior management, owning end to the end planning process, and driving operational efficiency.  Individuals should supply critical business analytics & insights to help the management team in strategic decision making to achieve its growth and profitability objectives. The candidate should help create seamless reporting, analytics, and forecasting for the business units as well as complete organization in terms of revenue and margins. Individuals should have a strong experience in IT services with P&L management as well as Delivery, a process mindset, leading cross-functional transformation initiatives, and understanding of the core metrics of the business, and expertise to understand the financial impact on the annual operating plan & should be capable of highlighting risks. The candidate is required to partner & work closely with Business leadership, Finance, Delivery, HR, Talent Acquisition & IT on all aspects of a Business Unit & delivery operations, profitability, & margin reviews.

 

Key Responsibilities:

  • Drive cross-functional transformation initiatives across Business Units
  • Automate and streamline while providing detailed management reports on P&L, headcount, attrition, utilization, bench, etc.
  • Automating and streamlining operational processes like delivery KPIs, bench management, etc.
  • Drive Manpower Planning across Business Units as part of the Talent Strategy
  • Partner with BUs & Finance in creating Revenue Projections, Margin projections, Billing closure, Budgeting
  • Identifying key challenges in meeting the future objectives and creating a business case for investments to mitigate the risks
  • Driving senior management calls and reviews
  • Board presentations
  • Driving IT-related enhancements

 

Professional Experience/Key Skills/Qualifications:

The ideal candidate should possess the following key requirements

  • Relevant experience in Operations in the IT/ITES services industry
  • Strong influencing and communication skills
  • Process mindset with an eye for detail
  • Comprehensive knowledge of the financial impact on revenue and profitability
  • Self-starter, ability to work independently
  • Excellent skills in Microsoft Office especially Excel & PowerPoint
  • Excellent stakeholder management and a high degree of multi-tasking
  • People/team management with the ability to motivate & manage teams
  • Readiness to work in a dynamic environment

 

Education:

  • BE/BTech with management degree preferred
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