Chief Operating Officer (COO)

Job Description:

Job Title: Chief Operating Officer (COO)

Reports to: Chief Executive Officer (CEO)

Location: Magarpatta, Pune

Job Summary:

We are seeking an exceptional leader to fill the role of Chief Operating Officer (COO) to oversee and drive the operational excellence of our Business Process Outsourcing (BPO) organization. The COO will be responsible for developing and implementing strategic plans, managing day-to-day operations, and ensuring seamless delivery of services to clients.

Key Responsibilities:

Strategic Planning:

• Develop and execute business strategies to achieve revenue growth, profitability, and market share expansion.
• Collaborate with the CEO and senior leadership to define and implement organizational goals.

Operations Management:

• Oversee daily operations, ensuring efficient delivery of services to clients.
• Monitor and improve process quality, productivity, and customer satisfaction.

Client Relationship Management:

• Foster strong relationships with key clients to ensure satisfaction and retention.
• Identify opportunities to upsell/cross-sell services.

Talent Management:

• Lead, motivate, and develop a high-performing team of operations leaders.
• Ensure talent acquisition, training, and development align with business needs.

Financial Management:

• Manage operating budgets, ensuring cost efficiency and profitability.
• Monitor and report on key performance indicators (KPIs).

Compliance and Risk Management:

• Ensure adherence to regulatory requirements, industry standards, and internal policies.
• Mitigate operational risks and implement corrective actions.

Innovation and Transformation:

• Drive digital transformation initiatives to enhance operational efficiency.
• Identify opportunities for process automation and innovation.

Requirements:

Education:

• Bachelor's degree in Business Administration, Operations Management, or related field.
• MBA or equivalent preferred.

Experience:

• Minimum 10 - 15 years of experience in operations management, preferably in BPO or related industry.
• Proven track record of leadership and strategic planning. 

Skills:

• Excellent leadership, communication, and interpersonal skills.
• Strong analytical, problem-solving, and decision-making abilities.
• Familiarity with industry-specific technologies and tools.

Desirable Qualities:

• Results-driven and customer-focused mindset
• Strong emotional intelligence and conflict resolution skills
• Ability to adapt to changing business environments
• Experience with global teams and cultural diversity