Vice President - Operations

ESSENTIAL DUTIES AND RESPONSIBILITIES :

• Business Direction Responsible for the overall direction, coordination, and evaluation of the teams under management. Understands and demonstrates core values and Leadership Principles. Carries out supervisory and management responsibilities in accordance with the organization s policies and procedures.
• Leadership -Mentor others in developing Leadership behaviours . Hires, manages, and develops high performing teams. Identifies individual strengths of team members and actively fosters career advancement.Actively seeks to understand core business values and initiatives and translates those into everyday CS practices. Works with the COO to determine strategy to achieve overall site goals. Shapes the direction of the team, keeps them focused and motivated to deliver the right results.
• Decision Making -Combines a deep cross-functional business understanding with a long-term industry wide strategic context for all decision making. Understands how to position the organization for success.
• Problem Solving Effectively applies best practices to all strategic decisions. Solves complex customer service issues by proactively identifying and eliminating root cause barriers to accuracy, productivity, and quality. Maximizes resources for the greater good of the organization.
• Process Improvements Maintains a complete and thorough understanding of technical systems used in day-to-day operations. Implements change or develop new processes as necessary to provide the ability to better service multiple work types. Continually measures and evaluates all work processes using Kaizen, Lean, DMAIC, and other improvement methods.
• Effective Communication Demonstrates ability to influence, manage, and present ideas via clear written and oral communication. Demonstrates emotional maturity and grace under pressure in all communications. Builds positive productive relationships with many stakeholders and partners around the world.
• Adaptability Overcomes time zone and geographic distance to drive cross-functional initiatives and ensure compliance with business policies. Deals with the complexity of multiple lines of business and regions.
• Operation Excellence- Develop and implement operational strategies aligned with organizational goals and PNL- Develop and implement financial strategies to achieve revenue and profitability goals.

QUALIFICATIONS :

Skills Required

Dmaic, Kaizen, Lean, Crm, Business Analysis, Adaptability, Conflict Resolution, Problem-solving