Associate Director - Operations

Key Accountabilities/Responsibilities (Included below but not limited to the following)

• Responsible for leading the entire program to its maximum potential, drive team performance by creating a high performing culture
• Responsible for the P&L of the program, driving revenue growth and profitability
• Point of contact for all relationships with CXOs and escalation point for program heads at client side
• Responsible for meeting service delivery of the program, its efficiency and effectiveness
• Drive improvement of NPS of the program and build strong and sustainable customer relationship
• Foresee risks, be proactive and predictive while developing mitigation plans for the program
• Ensures business continuity strategies, global and local, are established and maintained
• Establishes audit and review procedures to assess adequacy and efficiency of the procedures
• Responsible for identifying all mining opportunities within the program
• Manage multiple geographies and understand the cultural nuances
• Manage through indirect authority and matrixed organization structures
• Exceptional verbal and written communication skills and presentation skills
• Work with all levels across the organization both at FSL and clients
• Provide business solutions for all new RFPs/ RFIs for the program or similar business
• Provide mentorship and development to direct reports and extended teams
• Meet defined quality, customer experience and efficiency requirements
• Identify and drive transformation projects to increase efficiency and delivery
• Align to customer goals and deliver on commitments consistently
• Foresee risks, be proactive and predictive while developing mitigation plans for the program
• Accountable for maintaining a safe and healthy work environment
• Establishes audit and review procedures to assess adequacy and efficiency of the procedures
• Be updated on latest developments and advancements in vulnerabilities and their countermeasures
• Leverage available and new technologies to increase productivity and efficiencies in the program
• Ensure strong employee communications in the program through different forums, employee engagement etc.
• Network with other organizations to maximize best practices. Identifies cost saving opportunities

Knowledge & Skills (Essential)

• Should have excellent team management and conflict management skills and should have managed large teams in the past
• Sound decision making, critical thinking skills and analytical ability
• Strong negotiation, facilitation, influencing and consensus building skills
• Hands on Manager, the Head of the program should lead by example, walk the talk
• Should be a role model and a motivational leader. Possess excellent collaborative skills
• Should have good HR orientation and be aware of coaching and mentoring techniques
• Should be approachable
• Strong business acumen
• Effective problem solving
• Good Financial Management skills
• Excellent delivery capabilities to drive efficiencies
• Prioritize and manage effectively across many competing and concurrent tasks
• Conceptualize, launch and deliver multiple projects on time and within budget and contracted parameters.
• Research and innovation
• Effective Change management skills