Head - Operations & Planning Mgmt - Lean Six Sigma - Process Excellence

JOB DESCRIPTION SPECIFICATIONS

Vertical: Service Delivery Support/Project Operations Performance Management

Position : OPM Manager/ Sr. Manager (Head- OPM)

Company Name: Confidential (Pl check with us)

Company Profile: This company is the wholly owned BPO subsidiary of a Huge IT Services Organization. They are currently staffed at 2000+ people across Navi Mumbai (Mahape) Chennai, Nagpur, Coimbatore, Bangalore and US. They leverage on the strong technology strengths of its parent organization. The core expertise is in providing outsourced services in functions such as Human Resources (HR Outsourcing), Finance & Accounting (F&A Outsourcing), and the Core Operations of companies in industries such as Insurance, Healthcare, Financial Services, Market Research, Utilities, Professional Services, and Engineering Services etc. In these areas we provide both BPO (transactional & interactional) and KPO (analytical and high end) services to our customers in North America, Europe and Asia. Our range of front and back office solutions include Transaction Processing, Documents Management, Voice Processes, and Consulting services

Job Duties/Responsibilities & Functional Aspects

- Lead and support a team of highly motivated, proactive and goal oriented individuals across all Delivery centers in their daily activities spanning Managing Metrics, Process Improvements, Customer Issues, Operational Risk management and Customer Retention.
- Report to COO
- Ensure high team morale, motivation and engagement
- Administrative activities for the team
- Mentor and monitor team
- Process improvements within OPM
- Ensure Positive contribution to the company’s Gross margins and Operating margins
- Recommend new/ improvements to delivery models
- Support maintenance of World Class Delivery standards
- Support Initiatives from CEO’s office through CEO PMO
- Identify and ensure implementation automation projects, process improvements and cost optimization opportunities
- Lead/ participate in Six Sigma and Lean projects
- Create various excel based models (e.g. Volume forecasting, pricing etc…)
- Data Analysis for Operations and Support departments
- Monitor creation of/ create reports based on data analyzed
- Create reports for CEO, Functional heads and OPM
- Operational risk management and communications
- Monitor dashboards and issues for early warning signals and trends
- Participate in resource and pricing estimations
- Support for RFP, RFI, Sales Collaterals
- Sigma and Risk management (ARM grid) trainings
- Participate in various meetings as part of the profile
- Ensure compliance to ISO 9001/ 27001

Behavioral Aspects:

- Should be self driven and proactive
- Should be a team player
- Should have good analytical and communication skills
- Should be able to maintain cordial relationship with customers
- Should be detail oriented
- Should be able to creatively solve issues and conflicts.

Academic Qualifications:

- B.Tech or BE/ MBA

Mandatory Skill Sets:
- Good in Analytics
- Good knowledge of MS Office
- Decent knowledge of statistical tools

Soft skills required:
- Professional etiquette
- Good Communication skills
- Good interpersonal skills

Work Experience:
- 8 to 10 Years with good experience in Process Excellence and Six Sigma

Reporting to :
COO

Career Development :
- Sr. Manager / General Manager - OPM

Compensation: Upto 20 lacs (Negotiable)

Work Location:
- Mahape,Navi Mumbai.India.

Office timings:
- General Shift (certain level of flexibility expected)


To Apply pl send your cv to executivesearch.hrinterface@gmail.com and/or neha.asthana@hr-interface.com mentioning for better ease these details requested below:

Name:
Mobile No:
Email Address:
Current Company:
Current Designation:
Current ctc (with & without variables):
Current Residence Location:
Industries worked in:
Notice period with current company or how soon can you join if selected:

Assistant Manager - Transitions, Mumbai location

Job / Position Title: Assistant Manager - Transitions

Primary purpose of the position: Understand Client requirements for a Project; Execution and implementation of complex and comprehensive network solution projects for a line of client processes; Focus on developing and deploying tools/ methods/ best practices to drive seamless transitions from clients to the company while reducing transition costs and timelines.

Essential duties / responsibilities of the position:

Routine

Liaise with Clients to understand Client needs and map processes
Travel to client site as and when required
Ensure clarity on performance standards and SLAs required by the client
Negotiate with the client on SLAs so as to ensure the quality of deliverables are achievable with respect to timelines & costs and finalise on the same
Interact with the Operations Head & other key positions to articulate client needs
Ensure regular interaction with the Technology team to state clear support expectations & information they would require from the client
Conceptualize a project plan clearly outlining the infrastructure, timelines and phases of the project
Ensure the accurate replication of all processes
Supervise writing of manuals to document specifics of SLAs & other details in order to maintain record of all transactions
Handhold the process from the time the contract is signed, through the pilot phase, till the process becomes productive
Ensure during process migration, every phase of the methodology is strictly followed with no omissions
Conduct regular meetings and review sessions to ensure all concerned parties are informed
Act as the client contact and maintain a healthy business relationship by answering queries, solving problems and reviewing performance of the process
Assist the Human Resource department with recruitment by offering a client perspective of the processes & the required skill set
Ensure adherence to norms specified by COPC certification and ISO 27001 specifications

Client Interface

Identify process gaps and collaborate with the through the front-end sales/ team/ account managers to formulate solutions.
Act as an interface between the front-end sales team/ account managers and the Senior Management.
Provide regular project updates during transition phase

Conflict Resolution

Conduct timely meetings to ensure open communication and devise an action plan to address issues/ concerns raised.
Respond and resolve issues arising out of work or from within the team or across departments that may have a bearing on team effectiveness
Need-based escalation of decisions and ensure proper follow-up of the same

POSITION REQUIREMENTS
Graduate in any discipline,
Preferred:
MBA/ PGDBM from a reputed Institute, Prince Certified, PMI certified

MINIMUM YEARS OF EXPERIENCE:
2-4 years of prior relevant experience; Must have expertise in implementation, program management, defining & re-engineering a process and implementing quality initiatives; Must have handled at least 2-3 transitions independently; Exposure to Project Management, Technology Design, Client interaction, Technology Transition / Migration would be an asset; In-depth knowledge on Networking Technologies including Routing / Firewall / Voice Avaya / Nortel would be advantageous; Knowledge/skill to design the Network for BPO/Call Center at offshore would be beneficial.

Adept at communicating across business and cultural barriers to ensure customer satisfaction; Knowledge of writing proposals & documentation, Exceptional presentation skills, Capability to develop and maintain strong relationships, Potential to handle multiple priorities simultaneously, Thrive in a team-oriented & deadline driven environment, Aptitude for negotiating & bargaining.

Strong Planning and Organizational skills, Confident and eloquent in written and oral communication, Analytical Skills, Self motivated, Focus on Quality, Target Oriented, High on Integrity, Crisis and conflict management, Decision Making, High follow up skills, Enthusiastic, Outstanding negotiation and persuasion skills, Proactive, Ability to handle stress, Take initiative, Team Player, Capable of leading a team, Ability to delegate responsibility, Comfortable at working with numbers, Cooperative, Excellent rapport building skills, Ability to drive results

Familiar with Operating Systems (Windows 98/95/2000/NT), Knowledge of MS Office, MS Visio and MS Project & PeopleSoft

Nature of experience: (In specific sector / position / role): BPO, IT, ITES


Work location: Malad(west), Mumbai

Ctc on offer: 7.50 lacs p.a

Pl send your cvs to executivesearch.hrinterface@gmail.com mentioning:

Name:
Mobile No:
Email:
Current Company:
Designation:
Experience in voice based transitions in years:
Experience in other transitions in years:
Current ctc:
How soon can you join if selected?:

Regards,

HR Interface Executive Search

Making A Successful Career - The Old School Way

My day starts with a flurry of calls, emails, texts, instant msgs & what not from clients lamenting the current situation at their companies, sky high employee attrition, non productive dead wood in the company, gossiping secretaries, stressful (and nonproductive) meetings that go on forever, and what not that basically sends the top brass flying for the necks of their immediate reportees. To which I nod along thinking what part of hell are these guys sitting in & why?!

I know a lot of people say that the Bosses were always better, the employees crisp & hardworking, ethical & stable, loyal & productive in the good ol times of the 70's & 80's & much before. These days, business expansion plans are so unrealistic at times that it takes the very last drop of blood & sweat out of the teams which have to deliver on those promises & burn outs are as common as puddles on a rainy day.

I speak to roughly around 50 to 500 people in a normal work week if there's not too much work & I have some time on my hands to listen to their woes & give my sympathies along with a few quick fix ideas that generally work well for them. About a 70 percentile of these people sound like they'd rather be doing SOMETHING ELSE. Anything else! But the job they're at. And I wonder why...when on completing 7 years in recruitment I never felt like I was in the wrong line or that I needed a 'Sabbatical'. Which is when I started taking an active interest in what was really ticking these people off! Themselves! On top of the cake that was stretched work timings, competition, not being able to count on fellow team mates for deadlines, irksome bosses, rising inflation & bad salary hikes, etc etc etc.

So..what are some qualities, attitudes & approaches to our work lives that we no longer share with our previous generation which is probably causing us to burn out faster & that too without being in a job that is satisfying?

Lets see some of them shall we? :)

1> Longer Stability in Jobs: Our predecessors in some of the most envied & satisfying careers before us were there because they chose to stick for longer periods of time with each of their employers. They perfected their learning curves with each individual employer before they moved on. A lot of people today are staying in jobs for less than 1/3rd of the time as compared to their earlier generations. Before the business is learnt & perfected & the resource becomes profitable to the company & to him/herself, he/she quits for the promise of a better package, or lesser travelling time, or sometimes just for no reason at all except they think monotony has set in with their existing jobs. I always consult with the hiring companies to make better work conditions & more transparent reporting structures to make the employee to want to stay back longer with the company & to candidates looking to job hop too soon to stay back, perfect their jobs, stabilize with their companies for at least 4-5 years per company atleast & then see the growth that comes, that is unparalleled by an MBA Degree or random jumps to higher paying companies. In the long run, stability always pays.

2> Better people relations: There was a time when relations were kept regardless of how the other person could be of use to you & those were the relations that actually worked. Today they have degenerated to rare or occasional polite pleasantries & texts/emails on special occasions which don't get me wrong, seems the best that can be done considering the work pressure everybody is under..these days. But our earlier generations have been super rapport builders, and relationships built on mutual trust, confidence & respect are always wholesome & the right place to build foundations of any kind, personal or professional.

3> Better work life balance: Maybe they had more time because the internet wasn't so rampant! But a healthy mix of activities, visiting friends or clients, sports, spending time with their families, going on company picnics, etc whatever was needed to be done to make life fuller was done. One of my fav parables about two woodcutters (http://bengtwendel.com/sharpen-your-axe/) says that taking time out helps raise productivity. Do read. :)

4> Higher Resilience, Tolerance & Adaptability: I'm sure by now this earlier generation of professionals must be feeling very good about themselves. Well you deserve to be. :) Here comes some more. One very common aspect that I have come across in professionals today who jump jobs more often than they should is a host of reasons like 'My Manager is a Prick', 'Management is promoting people who don't deserve to be promoted while Ive been with the company for 3 years & haven't got one yet' or 'My company has shifted 5 kms away from where it was & I can't travel that much' or even really trivial reasons like 'I dont like the food in my office canteen' :) Hence proved. Higher levels of adaptability & resilience helps in making successful careers because problems have always been around & they will continue to be so, its about navigating a path around them & still staying the course. If you change a job that could've been so good for you because of a manager who is painful to work with, aren't you letting him/her dictate the course of your career by leaving a good job? Yeah, think of it that way.

5> Keeping their word: One things our generation does today is play jump rope with promises. If you said you'll do it needs to mean its done. Professional success is also a by product of keeping your promises. A big example is Ratan Tata keeping his promise of introducing a car for Rs 1 lakh, well he kept his promise not considering any problems his company would face! His customers are happy.

.....Part 2 to be continued.

Keep tuned in.

Regards,

HR Interface Corporate Services

Openings in Dubai & Abu Dhabi

Currently hiring for:

1> Asst Mgr - Collections (Banking process) - 2 for Dubai & 1 for Abu Dhabi (Salary 7500 to 9500 AED per month)

2> Receptionist - Should be able to work out of Dubai Outsourcing Zone (Salary 5000 to 7000 AED)

Pl send cvs on executivesearch.hrinterface@gmail.com

These guys should have valid work visas & have knowledge of English & Arabic languages.
Candidate should have a valid visa/dependent visa (for 1 yr atleast)

While sending your cvs pl follow this format: In the email, compulsorily mention:


Name:
Contact no (with country code):
Email address:
Current Company:
Current Designation:
Years of experience in Collections(or as a Receptionist if applying for the latter job):
Current monthly salary (in AED):
How soon can you join if selected:

Mail subject:

1> If applying for the Asst Mgr Collections job: AM - Collections - (Dubai or Abu Dhabi)

2> if applying for the Receptionist job: Receptionist - Dubai

Pl send cvs on executivesearch.hrinterface@gmail.com


Regards,

HR Interface Corporate Services

Useful Tips While sending your cv to a Recruiter

Dear potential job seekers,

This was long pending & today since I was advising a jobseeker on tips to increase your chances of landing the right job, which we all know is so very important to our overall careers (one wrong job can cut your chances of growth by 25% even!), it is definitely important to treat our job applications with utmost care. So, I carefully compiled these tips down for you to help yourself!

When sending your cv to a prospective employer/consultant NEVER, NEVER, EVER send your cv in a blank email or by mentioning vague things like 'Im a hard worker, looking to make a great career.' If you truly are a HARDWORKER then pl include the following details WITHIN your email! Thank me later. :)

In the below format, within this email.

1> Short summary of your work experience spanning the total no of years you have been working.

2> Reason's for leaving each job (can be added inside the cv after each job or even within the email, this gives the recruiter/recruiting company more clarity & increases their interest levels in contacting you once they know your thought process, integrity levels, stability, etc).

3> Ctc drawn at previous employer & current employer (in this format fixed+variables) for eg if the fixed component is 18 lacs & the variable (performance bonus, yearly bonus, etc) is 2 lacs, you mention it as 18 lacs + 2 lacs p.a. Prev employer: 15 lacs p.a, current employer: 20 lacs p.a

4> Reason for wanting to quit from current employer (looking to relocate to another city, salary issues, company shutting down, better prospects, etc)

5> Detailed information about the kind of role you're looking for. (For eg: Marketing Operations in FMCG as opposed to current role of Marketing Strategy in Telecom. Or More of an HR Generalist role as opposed to current role where recruitment is 60% & generalist activities are 40%, etc)

Now after this information pl follow the below mentioned pattern to fill in your details.

Name:
Mobile No:
Email:
Age (as of Month, Year):
Functional Area (If within HR its payroll you'd write: HR, Payroll):
Industry:
Current Company:
Designation:
Ctc:
Previous Company:
Designation:
Ctc (prev company):
Current Location:
Total years of experience in work area you are currently in:
How soon can you join if selected:


This information provided in the email helps recruiters tackle your cv better, help you with better job prospects & generally put you in a more relevant database so you don't get irrelevant job alerts.

Also because, since we get more than 500 to 1000 cvs a day, we usually respond to ones which have details mentioned in the email body itself, since every cv cannot be opened.

Hope this helps!

Regards,

Neha Asthana
Head Consultant
HR Interface Corporate Services
Executive Search & Recruitment Advisory.