•Lead efforts to achieve Operational Excellence•Maintain the optimal balance between work and staffing across the organization, designed to make a workforce as productive as possible and improve efficiency.•Data Analysis - Analyze & review data trends, Identify issues, plan & implements corrective & preventive actions •Ensures optimal and accurate budgeting, forecasting, and the achievement of the budgeted or forecasted Revenue and Margin•Process Reengineering; Developing process improvement and innovation strategy for client business, planning and execution of projects•Assist in set up of SLAs and continuously benchmark processes, baseline performance and target setting•Partner with HR to drive people practices across the employee lifecycle including hiring, on-boarding, training and employee engagement activities•Actively steer performance management, talent development and career building efforts for employees•Conduct trainings on Operations management, Finance, Cost Optimization techniques and Project Management methodologies.

•Oversees day to day to achieve and exceed optimal results on efficiency metrics•Oversees day to day operations to deliver on Client metrics (Production & Quality)•Manage an integrated set of processes to optimize the productivity of employees at the individual, departmental, and entity-wide levels. •Works to achieve promoter status with all clientele supported in the site through delivery of excellent operational performance and strong client relationship management•Works to grow the current business•Works with Business Development /Sales and Client Relationship Management Teams to explore business growth

•Provide strategic recommendations to the CFO based on financial analysis and projections, cost identification and allocation, and revenue/expense analysis.•The responsibility of the WFM team involves matching employee skills to specific tasks over time, quantifying the amount and key individuals needed to accomplish particular jobs on a day-to-day or hour-to-hour basis. This also keeping in mind the organization is not carrying excess staff as buffer or bench.•Facilitate and identify potential areas for improvement; lead improvement Projects using the DMAIC and other lean six sigma methodologies.•Perform ongoing reviews to ensure compliance to all certification and internal / client requirements•Drive process transformation and continuous improvement initiatives while building a process excellence culture and ensuring an effective QA program for clients•Responsible for ensuring smooth set up and functioning of QA to meet business, internal and certification requirements; this involves designing functional level policies and procedures and driving standardization across all clients•Planning and managing budget and resource allocation•Monitor the implementation of strategic business plans

• Provide technical direction for the development, design, and systems integration for client engagement from definition phase through implementation. • Apply significant knowledge of industry trends and developments to improve service to our clients. • Communicate effectively with clients and technology partners to identify needs and evaluate alternative technical solutions. • Build a knowledge base of each client's business, systems and objectives.