Abu Dhabi Openings for a Reputed Outsourcing Giant - Site Head (Operations)

Designation: Site Head

Function: UAE Operations & Support

Grade: General Manager

Position Reports to:Managing Director - UAE

Reportees: Operations Manager, Human Resource Manager, IT Manager, Training Manager & Quality Manager
Date of Job Post: 17th September, 2013 [Closing in a week]

About the Company: With over 1,00,000 employees in almost a 100 delivery centres across US, UK, Europe, India, the Philippines, Australia, The Americas, Middle East & Africa, the hiring company is a leading global Business Process Management Outsourcing Leader supporting multinational Fortune 100, 500 & 1000 clients. Being recognized as one of the best places to work, 4 years in a row, and being part of one of the most admired support services company according to Management Today, they believe in being a trusted partner for their clients, a place of learning and excellence for their employees.

Job Description [Main Responsibilities]:

Routine

•  Ensures Service Level Agreements (SLAs) for the process are met as agreed upon with the client. Work closely with Operations leaders to ensure client satisfaction as measured by client satisfaction surveys.

•  Directs the CENTRE in an effort to increase operational effectiveness as shown in revenue, margin and to promote client metrics of success.

•  Demonstrates strategic leadership by creating a clear vision of quality-based values, by being a visible role model, and by skillful decision-making based on the CENTRE mission.

•  Maintains a comprehensive understanding of the revenue vs. expense relationships that drive the CENTRE operations; effects financial goals by providing clear management direction to employees.

•  Manages the CENTRE in a manner consistent with The Company Vision, values and objectives. Ensure The Company policies and procedures are properly administered.

•  Conducts regular meetings with the support teams namely, Transition/Projects, Infrastructure, Human Resources & Technology to ensure that the internal SLAs are met.

•  Leads strategic planning including creating, planning and implementing process improvements, new practices, improved operating standards and growth strategies.

•  Manages resources through planning, budgeting, implementing and maintaining costs and methods.

•  Manages client portfolio revenues, contract performance and service delivery.

•  Ensures that all organizational activities are carried out in compliance with the company code of conduct, local, state and federal laws and regulations.

•  Ensuring adherence to norms specified by COPC certification as agreed

Team Management

·      Manage performance of individual teams through performance management, career planning strategies and sharing of best practices

·      Develops and implements succession planning within the team

·      Develops initiatives to ensure systemic long-term adoption of new procedures and participate in development of programs to enhance customer experience

·      Build effective vertical and horizontal communication channels

·      Responsible for staff performance, compensation and rewards & recognition programs

·      To be a role-model for the Team in terms of performance/ behavior/ attitude

·      Offer cordial work environment and cohesive work relationship to the reportees to facilitate performance.

·      Work closely with HR to ensure high employee morale and retention initiatives

· Manage attrition by implementing measures for retention of work force

Client Interface

·      Oversees management of the client retention process to highlight problems, relays and recommends actions needed by Senior Leadership Team to resolve client issues

·      Creates and achieves short and long term goals for aligning customer expectations and operational performance

·      Ensure timely preparation of reports to be sent to the client

·      Identify client’s business needs and challenges, forecast requirements, and work on proposals for customized business solutions

·      Ensure customer satisfaction & delivery as per SLAs

Conflict Resolution

·      To be accessible when an employee has a grievance

·      Conduct timely meetings to ensure open communication and devise an action plan to address issues/ concerns raised.

·      Deal with escalation of decisions and ensure proper follow-up of the same

·      Respond to any issues raised in employee forums and Whistle-blows

General Security Responsibilities:

·           Adhering to Information Security Policies and Procedures of The Company SMS Guidelines

·           Ensuring compliance to Information Security Policies and Procedures

Specific Security Responsibilities:

·      Ensure reportees comply with the security policy and procedure of The Company

·      Understand and Comply with Information Security Policies and Procedures, and report all security incidents

·      Protect information entrusted to you

·      Follow the information labeling and handling procedures based on the classification level of the asset

·      Follow the Clear Screen and Clear Desk Policy

·      Adhere to the Internet Code of Conduct, email usage policy and customer information and data security policy

·      Comply with the Non Disclosure Agreement

   
Qualifications: Bachelor’s/Masters Degree in business administration or relevant experience
 

Desired Years of Experience & Industry:

•  Minimum 9-12 years of prior work experience in a service industry with 5 years in service industry

•  Stability in previous jobs

•  Experience in dealing with multi-location assignments preferably in service industry

•  Proven track record of account management and relationship management.

•  Demonstrated team handling skills in the past; Adept at communicating across business and cultural barriers to ensure customer satisfaction

Desired Role Exposure:

Exposure to leading large operations and having a P&L responsibility for the centers and Geographies.

Skills & Abilities:

• Operations Management, Cost Management & Budgeting
• Analytical and problem solving skills
• Problem Solving abilities
• Ability to manage performance and change
• Business acumen  for budgeting & financial management
• Capability to resolve issues
• Adept at communicating across business and cultural barriers to ensure customer satisfaction
• High on Integrity

Other Important Must Haves:

Salary range – 40000 AED Per month
Work Location – Al Ain, Abu Dhabi
Expat – Yes( based in UAE), prefer British / American.
Can’t consider the following nationalities Egypt, Syria, Lebanese, Iran, Palestinian, Somalia, Yemen
Span of control - 100
Arabic speaking - Optional
Need to join in a month’s time
Contract term – 1 year (will be renewed basis business and performance)
  

The position closes in a week so, pls send your cvs asap (within this week) Send cv with a PASSPORT Size Photo or any other self image as personality fitment is to be ascertained too. Preferably in formal attire. [Word document Cv]

Email Subject: Site Leader, Renowned Outsourcing Giant, Al Ain, Abu Dhabi

To: careerconnect.neha@gmail.com & neha.asthana@hr-interface.com & pls cc to bpojobs.hrinterface@gmail.com
 
Mention in the Email Body (Compulsory): 

Name:
Current Company:
Current Industry:
Current Role:
Designation:
Current CTC:
Email:
Mobile No:
Highest Academic Qualification:

Any Experience in dealing with multi-location assignments preferably in service industry? (Y/N) Pls specify the locations: 
Overseeing How many geographies & centers currently:
Total experience in overseeing International BPO Operations:

Total overall years of experience:
Current span of control (no of people reporting into you):
Notable Achievements:
Notice Period:
Current Area of Residence:
Why are you looking to move from your current company?:

Are you an Expat (Yes/No):

Your Nationality:

Regards,

HR Interface Corporate Services