Overview: 

This position involves strategic planning, operational management, and continuous improvement to ensure exceptional customer service and operational efficiency. The VP will lead a team of call center managers and staff, driving initiatives to enhance customer satisfaction, streamline processes, and achieve key performance metrics.

Key Responsibilities:

• Develop and execute regional operations strategies to drive growth, enhance profitability, and improve productivity and efficiency
• Oversee all operational processes and procedures, continuously adapting to meet customer expectations, reduce delivery costs, and promote business growth
• Collaborate with Finance to develop and manage budgets, ensuring the financial health and sustainability of the company
• Strengthen organizational capabilities to successfully implement a generative AI roadmap, optimizing operational efficiency
• Demonstrate sound fiscal management to achieve profitability goals.
• Provide oversight to multiple functions, including operations, human resources, talent acquisition, training, and quality
• Build, maintain, and motivate a high-performing team with the technical skills and personal attributes to support business goals and strategies.
• Focus on developing strengths, minimizing talent gap risks, and ensuring strong succession plans for critical functions
• Regularly engage with customers to seek feedback and focus on solutions that help them better serve their customers
• Build positive brand awareness in the industry and business communities by representing the company as a respected and credible leader at relevant events and organizations
• Partner with other APAC Market leads to inform and drive strategic priorities and execution with the CEO
• Oversee day-to-day company operations.
• Define and implement operations strategy, structure, and processes.
• Ensure effective planning and execution of operations and achieve milestones and requirements of the organization.
• Manage budgeting process and P&L responsibilities.
• Drive Business to increase profits.
• Interview, hire, train, and mentor the operations management team.
• Provide regular performance updates to the senior leadership team.

Experience: 

• 15+ years of experience with significantly increasing levels of responsibility overseeing the main operations of the business, while also overseeing one or more major support functions such as HR, Finance, Sales, Learning and Development.
• Proven ability to oversee a large international employee headcount with a preference for Offshore background.
• Demonstrable track record in developing best-in-class practices for cost-effective service delivery while maintaining high NPS ratings
• Have transformed and led teams, with strong coaching and development skills
• Designed and prepared long and short-term strategic plans to achieve desired goals
• Demonstrated ability to research, identify, and resolve problems and develop alternative solutions