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**In this role you will**:- Manage financial performance of the site and ensure profitability and achieve monthly revenue and profitability targets.- Manage or avoid penalty situations- Track and monitor results/productivity levels daily, weekly, monthly, annually- Deliver contractual obligations and internal business requirements and ensure delivery of service level agreements (SLA) and client objectives while addressing and preventing client /performance escalations.- Organize Weekly/Monthly/Quarterly results and performance reviews with direct reports (account/LOB and functional group heads) as well as the clients- Participate in Client Business Reviews.
Summits and Planning sessions including the formulation of goals and targets- Attend regular reviews with the executive management team to discuss opportunities, initiatives, customer satisfaction, resource planning, action plans, etc.- Ensure that operations staff, client, and vendor relationships as well as strategic alliances (if any), are managed to client and company expectation- Deliver Operational Excellence- Develop and implement continuous process improvement plans- Ensure achievement of performance metrics across all accounts by regularly analyzing statistical/trended data, anomalies, and qualitative information- Lead the analysis of operational outcomes and conduct root cause analysis to identify areas for improvement as well as create specific and detailed action plans- Collaborate with the Quality Assurance department for effective implementation of the quality aspects of the account/s using various tools and techniques.- Collaborate with the Workforce Management department to ensure that accounts are meeting correct staffing and scheduling requirements and at the same time being labor cost efficient.- Assist the Workforce manager in the preparation of forecasting budgets, targets, implementation, and resource planning as well as formulating an effective recruitment/ramp plan- Oversee billing accountabilities, ensure accuracy of monthly invoices- Ensure that the production area is conducive for work and facilities and equipment for program use are in excellent working condition- Create a systematic, timely reporting structure to measure all business activity for client, corporate and internal use- Ensure center/site-wide employee satisfaction and motivation through effective promotion and adherence to company's culture and values- Develop the site leadership team's capability and transition best practice knowledge to site operations leaders and other functional group heads within the operations team