Vice President of Operations

The Opportunity | Vice President of Operations (BFSI)

The Vice President of Operations (BFSI) is responsible for overseeing the performance and profitability of the account, ensuring the delivery of high-quality services to the clients, and managing the operational aspects of the business process outsourcing (BPO) operations. The Vice President of Operations for a Financial Account reports to the Senior Vice President of Operations and works closely with the Account Director, the Client Services Manager, and the Operations Managers.

The main duties and responsibilities of the Vice President of Operations for a Financial Account include:

• Developing and implementing strategic plans and objectives for the account, aligned with the company's vision and mission.
• Monitoring and analyzing the account's financial and operational metrics, such as revenue, margin, service level, quality, productivity, and customer satisfaction.
• Identifying and resolving any issues or risks that may affect the account's performance, compliance, or reputation.
• Ensuring the adherence to the contractual obligations, service level agreements, and quality standards of the account.
• Establishing and maintaining strong relationships with the clients, understanding their needs and expectations, and providing solutions and recommendations to enhance their satisfaction and loyalty.
• Leading and motivating the account's operations team, providing guidance, coaching, feedback, and recognition.
• Managing the account's human resources, including recruitment, training, development, performance evaluation, and retention.
• Collaborating with other departments and functions within the company, such as finance, IT, HR, quality, and business development, to ensure the smooth and efficient operation of the account.
• Staying updated on the latest trends and developments in the financial industry and the BPO sector, and implementing best practices and innovations to improve the account's competitiveness and value proposition.

Required Skills

The Vice President of Operations for a Financial Account must have the following skills and qualifications:

• A bachelor's degree in business administration, finance, accounting, or a related field. A master's degree or an MBA is preferred.
• At least 10 years of experience in the BPO industry, with at least 5 years of experience in a senior management role for a financial account.
• Proven track record of managing and growing a large-scale and complex financial account, with demonstrated results in achieving and exceeding financial and operational goals.
• Strong knowledge and understanding of the financial industry, its products, services, regulations, and challenges.
• Excellent communication, presentation, negotiation, and interpersonal skills, with the ability to communicate effectively with clients, stakeholders, and team members at all levels.
• Exceptional leadership, management, and problem-solving skills, with the ability to inspire, motivate, and empower the account's operations team.
• High level of analytical, strategic, and decision-making skills, with the ability to identify and implement opportunities for improvement and innovation.
• High level of integrity, professionalism, and ethical standards, with the ability to uphold the company's values and reputation.
• Proficient in Microsoft Office applications, such as Word, Excel, PowerPoint, and Outlook.
• Flexible and adaptable to changing business needs and demands, with the ability to work under pressure and meet deadlines.