Head-Operations (BPO/CX)

About Us:

IGT Solutions (IGT) is committed to simplifying complex customer interactions while delivering a seamless experience. IGT provides integrated BPM, Technology and Digital Services & Solutions for clients across industries. IGT Solutions is a next-gen customer experience (CX) company, defining and delivering transformative experiences for the global and most innovative brands using digital technologies. With the combination of Digital and Human Intelligence, IGT becomes the preferred partner for managing (end-to-end) CX journeys across Travel and Hi-tech industries.

Job Position : Head- Operations

Location : Indonesia

Job Responsibility:

IGT Solutions is looking for a Head of Operations to lead its Digital CX Operations with experience of managing site level operations and P&L effectively. The position is responsible for the overall leadership of the Customer Operations providing strategic and tactical operational direction to the team in order to achieve desired business goals and to ensure customer delight through close interaction with the leadership.

Education and Essential Experience:

• 15+ years of experience in CX Operations, Contact Center Operations, BPO Operations
• Should have deep knowledge and understanding of the BPO/Contact Centre operations, P&L Management, People Leadership alongwith Competition & Market trends in BPO industry
• Must have managed 500+ FTE across Voice, Chat, Back-office and other Omni channel Digital BPO Customer Operations
• Experience in effective P&L management preferred with understanding of budgeting, financial planning, project and site level financials at Gross, Operations and EBITDA margins
• Lean Six Sigma Green Belt / black belt trained / certified (preferred)
• Accountable and responsible to Present Business Reviews to the Clients and internal leadership. Generate additional process insights, capture end customer voice and share with client
• Strong ability to Implement Operational strategy and Governance at a site level and drive entire Operations through Leading and assigning team responsible for delivery.
• Education – Bachelor’s Degree from a recognized university with MBA/Masters Degree (preferred)
• Should be willing to work in a 24x7 environment
• Proven ability to build, manage and foster a One Global Team culture and Great Place to Work environment.
• Have an ability to understand Staffing adherence and Schedule Adherence
• Proven ability to work creatively and analytically in a problem-solving environment.
• Excellent communication (written and verbal) and interpersonal skills
• Acts as a representative of the Global Business Operations on multiple projects or key working groups

Primary Job Responsibilities:

• You will be responsible to oversee and direct site management and operational leadership for global travel business account. You will be responsible for all aspects of operations including: analyzing workflow to identify inefficiencies, developing policies to improve the process, implementing change, and tracking progress.
• Deliver 100% to the client set contractual goals of service delivery and meet/exceed the financial and operational goals set by the organization
• Create and present business reviews to the Client and internal leadership on weekly / monthly basis. Generate additional process insights, RCAs and Action Plans to improve customer experience. Designing and presenting all Performance Reviews to the client and the company Leadership Team.
• Responsible for profitability of the current program.
• Manage people and develop a cohesive culture of respect, trust, integrity, recognition and team work. Achieve Great Place to Work Certification for the site with minimal attrition and employee escalations.
• Ability to plan actions and control attrition within the required thresholds and lead by example in setting the right persona of a true people leader
• Proven experience in operational process management, change management and administrative leadership roles
• As a site leader you are expected to assume leadership responsibilities for an entire site level business end to end and provide local leadership support towards HR, Admin, WFM, Quality, Training and Operations.
• In depth knowledge of diverse business functions & operations best practices (Voice, Chat, Email, Back office, WFM, Training, Quality, Resourcing, Customer Service, Sales etc.)
• Partner with Global Leadership, key client stakeholders and internal leadership teams in developing procedures, and ensuring the team follows all established policies
• Work with cross functional/global teams to achieve set KPIs and KRAs for all verticals at site level, and provide regular, actionable feedback/insights.
• Devise solutions and strategies for improving performance & critical CX metrics like NPS/CSAT/DSAT/Productivity and Operational Hygiene
• Provide statistical performance trends and plans of execution to maintain strong areas and build on opportunities.
• Provide additional support for achieving key performance and productivity goals.
• Experience and hands-on data analysis and statistical process control, as well as providing direction and leadership to cross functional teams is a must.
• Responsible for a wide spectrum of Operations and P&L responsibilities, must be able to multi task across multiple business operations with proficiency.
• Prepare, conduct, present and effective value add participation in weekly, monthly & Quarterly Business Reviews
• Responsible for all aspects of operations which include but not limited to meeting key performance metrics, managing staffing, provide and maintain excellent customer experiences scores, ensure effective coverage and training of operations staff; deliver excellent client services, and meet desired business KPIs
• Work closely with Internal controls and finance teams to develop and maintain annual budget and monthly / quarterly P&L forecasts
• Drive Continuous improvements and innovations to enhance quality, CSAT
• Optimizing spend for LOBs, prepare medium-term plan, annual budgets and activity plan consistent with the agreed strategies with Unit and organizational goa
• Use appropriate coaching techniques to coach managers on building trusting, candid relationships with their teams to enable productive development conversations to unlock potential and drive performance
• Collaborate with Sales/Account Management/ Presales teams to grow the business & coordinate for customer site visits
• Delivers continuous improvement in execution measured by reduced outcome variance, efficient cost management and better customer experience
• Creates contingency resource plans to ensure continuity of work processes in the face of a delay or shortage in financial/material resources to improve engagement and minimize attrition
• End to end client Management including reviews with client, value addition to the client and proactive communication to internal and external clients
• Positioning IGT Solutions & Services as a major player in the customer services segment to become a partner of choice for related companies in BPO services

Personal Style Enablers:

Ability to motivate and inspire site / global teams and be a natural leader

Innovative and able to foresee business trends and conditions to make adjustments in operating strategies

Excellent people manager, open to direction and a collaborative work style and commitment to get the job done

Persuasive with details and facts

Confident, flexible with the ability to work in a fast paced and changing environment

Show integrity in all aspects of the position by doing the right thing, taking responsibility and delivering on the promise.

Manage people by effectively and efficiently involving all resources to meet the organizational goals and by championing work-life balance, retention and career progression/development

Build and sustain relationships with key people in the Customer Environment, Extrovert with a blend of sales mind set

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, colour, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.