Job Description

SUMMARY:
Vice President - Operations (BPO)
Based: Cape Town:
Plan, develop and execute the operational strategy for the claims operation to ensure seamless transition, client satisfaction, employee satisfaction, transformation, revenue growth and profitability. Focus on building the claims domain expertise, ensure seamless transition and service delivery, revenue management and operational planning.Requirements:

• Minimum 10 years of experience in the BPO industry

• Graduate in any field
• Postgraduate is preferable
• Decisions making
• Prioritization
• Analytical skills
• People management
• Excellent communication skills

POSITION INFO:
Basic Functions:

• Experience of managing the claims Operation
• Client relationship management
• Managing large contact centers
• Ensure seamless transition and flawless service delivery.
• Focus on transition with Zero impact on service delivery.
• Focus on efficiencies - leaner, greener and faster.
• Focus on Process stabilization & sustained delivery.
• Reducing operation costs
• Make TBP more effective.
• Build effective process management system.
• Ensure client satisfaction on all SLAs and given parameters.
• Deliver on client benefits through innovation and improvements.
• Create plan to deliver efficiency.
• Strengthen operational team as well as support functions to minimize leakages.
• Partner with transformation team for value delivery
• Identify transformation opportunities where available.
• People management
• Engagement plan for each strata of employees
• Focus on employee training and development, esp. wrt to building domain expertise.
• HIPO engagement initiatives to be reviewed regularly.
• Cross training and skill enhancement for managing high influx of volume.
• Support to Line

and utilize their expertise more from a people engagement and retention perspective. * Ensure minimal staff attrition and high levels of engagement.

• Provide assistance to industry and BU leadership for development of strategies for business development and process improvements.
• Focus on customer experience as the business is transitioned with zero impact on service delivery.
• Partner with HR to build strong people practices and focus on capacity augmentation to manage volume effectively.
• Working on Strategic Priorities such as (but not limited to):
• Look for opportunities to deliver additional savings for the clients.
• Deliver operational efficiency improvements for both the Company and Client
• Assistance in business development as and when required.
• Reduction in Overheads as % of Revenues
• Participation in people development initiatives

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