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Head - Operations and Service Delivery

Mumbai, MH
Job Code:
  • IT
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Job Details

Lead the Business Operations team for technical writing, editorial and publication supportEffectively managing all strategic operational processes and resourcing, and leading the organization in order to achieve and maintain operational excellenceHandle a mix of administrative duties and strategic responsibilitiesLead multiple large cross-functional teams and communicate with senior management to facilitate projects and ensure performance meets goals consistentlyProvide strong leadership to team including developing and monitoring individual and team performance goals, coaching managers and senior individual contributors, and driving major change initiativesDrive all customized people engagement initiatives and partner with HR organization and implement appropriate HR strategies and actions to recruit and retain a qualified and motivated teamManage the production calendar and pipeline to ensure all ongoing deliverables are met and executed within agreed upon Service Level AgreementsOversee editorial, writing, formatting and production activitiesCoordinate schedules and nudge writers and editors to meet deadlinesEnsure that publication related information is kept up to dateWork through the implications of new publishing formats with the head of product developmentServe as a liaison among editorial, production, marketing and publicityRedesign processes to better fit with changes in publishing and client demandsManage intellectual property and permissions issuesPlay key role in identification of bottlenecks in the existing processes and lead process innovation initiativesDrive the performance base-lining and metrics reporting, process improvement projects and quality certificationMonitor and manage client and internal escalations; conduct appropriate trend analysis as needed and devise strategies or process improvements to reduce them to almost zero levelOwn the complete automation process and contribute in improvement of same so as to increase efficiency of system using innovative approachesReport to leadership team in weekly operations reviewsDesign and lead Initiatives and programs focused on achieving best-in-class status and improving customer and employee satisfactionDesired Candidate ProfileMBAwith 12+ years of experience in the KPOor publication services or content development or e-learning or consulting domainPrior experience in managing outsourcing operationsBackground in business thought leadership, as well as particular knowledge in the areas of leadership, organizational culture, change management, and managing people.Experience of managing large teams (300+)Excellent oral, written, cross functional and interpersonal communication skillsExcellent people manager, open to direction and collaborative work style and commitment to get the job doneMust have handled planning, scheduling and budgeting duties, including conducting meetings, coordinating budgets, meeting publication deadlines etcExcellent problem solving skillsExpert Process Management SkillsExpert Customer Relationship SkillsFamiliarity with and experience in both print and online media is preferred.Exposure of working in content development or e-learning environment will be a plusProven ability to multitaskExperience working in a fast-paced environmentHighly entrepreneurial
Degree: MBA/ PGDM

Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 12-17


HR/Admin | Marketing/Brand/Product | Operations/Customer Care
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