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Vice President, Operations

Company: HGS USA LLC
Location: Colorado Springs
Posted on: September 13, 2020

Job Description:

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

Description The Vice President of Operations is responsible for the strategic operational performance of all sites and programs within a multi-client organization, focusing on the delivery of 'best in class' service to all clients. The incumbent oversees day-to-day operations to support the growth and add to the bottom line. Focusing on strategic planning and goal-setting for Operations, IT, Workforce Management and Training and Quality, the Vice President, Operations directs the operations of the company in support of its goals. By measuring progress and adjusting processes accordingly, the VP keeps the entire organization on track. The Vice President of Operations is typically responsible for a $40m+ P&L, spanning multiple clients, sites and delivery teams.

ORGANIZATIONAL PLACEMENT:

Typically Reports To: Sr. Vice President Operations

Typical Reports: Operations Directors

Responsibilities:

Maintain profit margins in all areas, according to established objectives

Establish budgets and strategic plans to achieve objectives for growth and profitability

Monitor revenue margins for employee productivity

Profitably grow the business and achieve value stream, division and corporate goals monthly, quarterly and annually

Develop, implement and maintain an annual business plan and budget for Operations

Responsible for P&L management, and for tracking financial performance/metrics for the operations budget

Formulating policies and strategic plans for future growth

Maintain efficient team structure and performance through analytics, processes and tools

Maximize client engagement

Work with the leadership team to develop plans to meet future needs

Develop and maintain internal control systems to ensure accountability

Develop and maintain strong relationships with outside partners, as well as internal partners, including department managers and co-executives

Serve as a point of escalation for Training and Quality on issues of service breakdown or operational concern

Consensus building through championing cross functional initiatives

Encourage site and corporate initiatives designed to maximize employee satisfaction and reinforce the corporate culture

Provide mentoring and guidance to customer facing and operations teams to meet/exceed customer satisfaction metrics while improving operational/financial performance in accordance with annually established goals

Hold self and other leaders accountable for prompt resolution on key business issues likely to impact customer satisfaction, employee satisfaction, and overall company operations, providing coaching and guidance as needed

Responsible for ensuring all Quality related processes are followed and for continuous improvement of processes related to training on those processes

Oversee facility build-out projects; Define project scope, goals, deliverables, budget and time lines for project teams

The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned. In addition to the above, all HGS employees are expected to:

* Promote teamwork and cooperative effort. * Help train and give guidance to other HGS employees. * Maintain a clean, safe, and unobstructed work area, and practice good safety habits. * Provide internal and external customers with the highest quality service.

Minimum Job Requirements : (Education, Experience, Skills)

Bachelor's degree or equivalent certification and experience in a related field

10+ yrs of Operational experience in Contact Center industry

5+ yrs in leadership position in Mid/Large size BPO Operations

Experience managing multiple teams or entire BPO Operation

Demonstrated success contributing to business growth, expanding and enhancing BPO service offerings

Superior understanding and significant experience formulating and owning an effective Profit and Loss financial model

Proven success developing, contributing and implementing best practices

Strong management skills - principles and people

Superior decision-making, problem-solving and conflict-management skills

High energy level; comfortable performing multifaceted projects

Superior interpersonal ability to get along with diverse personalities; tactful, mature, flexible

Excellent reasoning abilities and sound judgment

Exceptional communication skills

Participative management style - advocate of team concept

Ability to establish credibility and be decisive - while recognizing and supporting the organization's preferences and priorities

Satisfactory Criminal Record Check required

Flexibility to travel up to 40%

Sufficient schedule flexibility and commitment to support a 24/7 Global company.

HGS Executives are working leaders in the HGS organization. As such, successful members must have the experience and willingness to delve into all levels of detail needed to accomplish the business goals.

Position Requirements VISIONARY COMPETENCIES:

Competency

Definition

Uses Sound Judgment & Makes Decisions Wisely

Surveys a situation quickly and grasps the issue or problem by asking probing questions. Develops sound business recommendations to achieve progress on global issues. Recognizes limits in resolving complex issues and teams with appropriate personnel to resolve issue. Reviews decisions to evaluate impact to long range goals.

Shows Initiative

Develops and leads the vision for the organization that will create an environment of empowerment and excellence. Ensures that management understands and is equipped with the necessary tools to lead. Looks for new ways to contribute to the business.

Promotes Teamwork

Shares in-depth knowledge about the global environment to expand team understanding of relevant issues. Leads team supporting global initiatives. Participates in and facilitates internal and external collaborative efforts and arrangements.

Communicates Effectively

Provides clear understanding of job priorities and expectations. Practices attentive and active listening. Conveys information to all levels of the organization. Leads and facilitates internal and external meetings.

Embraces Differences

Recognizes and models an understanding of the business value of diversity in team members. Assigns initiatives aligned with team members differences in strengths. Understands multiple voices create new ideas, new services and out of the box thinking.

Drives Customer Focus

Establishes alliances with key customers and stakeholders. Drives the company strategies to focus on customer needs. Builds organization structures aligned with customer needs.

Exempt/Non-Exempt Non-Exempt

Location HGS Healthcare - Gran Vista

About the Organization About Hinduja Global Solutions (HGS):

A global leader in business process management (BPM) and optimizing the customer experience lifecycle, HGS is helping to make its clients more competitive every day. HGS combines technology-powered services in automation, analytics and digital with domain expertise focusing on back office processing, contact centers and HRO solutions to deliver transformational impact to clients. Part of the multi-billion dollar conglomerate Hinduja Group, HGS takes a 'globally local' approach, with over 42,371 employees across 72 delivery centers (as on 30th June 2019) in seven countries making a difference to some of the world's leading brands across nine key verticals. For the year ended March 2019, HGS had revenue of $689 million.

This position is currently accepting applications.

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Keywords: HGS USA LLC, Colorado Springs , Vice President, Operations, Other , Colorado Springs, Colorado

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