Achieves operational objectives by contributing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends; determining system improvements; implementing change.Meets financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.Accomplishes human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.Enhances department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Overseeing daily operations and performance for the digital operations division. Strategizing and implementing operational and structural changes with other senior executives. Collaborating with various stakeholders to ensure company growth and stability.Responsible for helping a company to achieve financial goals and objectives and increase operating performance. Prepares budgets, creates businesses plans, and solves internal issues as they arise.

Ensures the profitability of the program by driving for the attainment of Client-specified Metrics and targets. Monitors the queue of the projects to ensure that service metrics are met, as well as monitors sales metrics through proper coaching, consequence management, etc.Upholds company policies as it relates to the program and drives for adherence to such policies. Ensures that checks on attendance, schedule adherence, and decorum in the workplace are executed for uninterrupted operations and to uphold the Company’s standards of professionalism.Maintains company-set ratios on staffing to ensure smooth operations of the program. Complements the forecasted project volume of the program with the adequate manpower on the floor by periodically checking forecasts versus actual project volumes.Coordinates with Workforce Department for net staffing requirements and scheduling of employees given leaves, absences, and attrition. Requests for overtime or 6th day work in order to meet service metrics by efficiently handling the forecast and / or spikes in project volumes.

Drives for the recognition and reward of top-performing employees by ensuring the payout of incentives and the provision of additional roles and responsibilities for succession planning/leadership development. Dutifully conducts performance planning, appraisals, and feedback meetings and accomplishes the necessary performance appraisal forms in order to assess high-potential employees.Ensures that proper action is taken for non-performing associates as well as those with documented infractions against company policies. Provides coaching and mentoring to associates who do not meet their metrics, and carries-out the appropriate disciplinary actions.Spearheads the design and implementation of daily, weekly, and monthly incentive schemes in order to drive performance on the floor. Ensures the objective stack ranking of employees in terms of metrics / performance to provide a solid basis for performance assessments. Provides opportunities for immediate coaching for associates who fall below the program’s standards and drives for improved performance.Ensures that all Company and Client updates are cascaded to all individuals in the program by conducting regular meetings with AOMs and Supervisors. Disseminates information in a timely manner, taking into consideration information sensitivity and confidentiality.Liaisons with Top Management and the Client regarding the program’s performance. Analyzes the necessary information (i.e. top and bottom performing teams/associates) and translates this to actual and relevant data on program performance.