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Director - Operations

Hyderabad, Andhra Pradesh

Inventurus Knowledge Solutions

Job Description

Financial responsibility for the customer account assigned to the Respective AVP (including managing SG&A and Gross margins)
Manage the P&L
Drive, sustain EBITDA
Manage high Customer Satisfaction Level
Participate in business development activity
To ensure the clients/customers satisfaction through the project implementation
To co-ordinate with clients on a regular basis and build rapport with client with an objective to maintain fruitful relationship and reach business goals
To play key role between client and the company
To develop trouble shooting and problem solving approach
To create appropriate servicing and retention strategies for customers
To provide functional support and direction to the associates and team leaders on customer support needs to be up to date with latest Technology
To liaison with other areas of the company affecting technical support
To ensure systems development integration with strategy
To build confidence and trust among the employees for smooth operations and achieving targets
To create fun and frolic at the work place to achieve the following objectives:
To reduce the stress among the employees
To maintain the efficiency level
To boost the morale of the employees
To assist the Management in start-up of new projects
To advise the management to explore on the new business opportunities
To contribute to the development of short and long terms strategies business goals.
Review whether the training needs of all operation employees identified and training is imparted to bring the level of employees as expected
To monitor the performance of the associates and team leaders and coach them, if required.
Mentor and assist new hires. Adhere to the norms specified as per the Quality standard
To ensure client satisfaction by the delivery of quality services and quality products
To maintain zero level non conformity
o Authorize to take decisions with reference to above mentioned responsibilities in consultation with Chief Operating Officer.
Experience and Qualifications:
Graduate in Science or Engineering and Post Graduate or MBA with specialization in Business Development /
Operations from the leading institutes Measures target achievements, skills at man-management, P&L /
EBITDA / Customer Satisfaction / Leadership 12+ years related experience of which 6+ years preferably in
healthcare BPO/KPO/CRM industry/Service Industry in Operations Managed Team Size of 250 + FTEs Driven
sustained margin growth on year on year basis Strong client interaction & Account management skills Good
communication skills, Interaction with Team members at regular intervals, sharing the knowledge and
information among the team members Independently Managed at least 100+ people accounts Managed all
aspects of Delivery including recruiting, training, career mapping, quality & operational finance Support a
positive culture and work environment that promotes IKS as an employer of choice. Lead by example
(courteous, energetic, punctual, and respectful, of others and team player) Commitment, Strategic Thinking,
Effective People Management, open for suggestion, deliberate the decisions Coaching & development of the
subordinates through training need identification.

Company Description

Established in 2007, Inventurus Knowledge Solutions (IKS) is a global Revenue Cycle... Management company that is headquartered in New York and has delivery centers in Alabama, Mumbai, and Hyderabad and a sales and solutions office in Los Angeles. From a four member team to over 1,000 employees, we have grown to be a respected outsourcing partner with extensive domain expertise and advanced outsourcing processes and technologies.   Read full description

Additional Information

Last updated:
Job type:
Full time
Position type:
Minimum experience:
More than ten years
Compulsory Education
Jobs in Customer Service / Call Centre / Operations / Data Entry
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