Position Profile
Key Objective
The reports to the Director of Professional Document Services (PDS) and will be accountable for development, implementation and/or maintenance of all business operation functions within the delivery center. This is primarily a business management role for a presentation graphics center.
Position Objectives
Characteristics:
- Self-Starter: Desire to provide others with vision and influence the growth of business opportunities
- Team Leader: Be a person that others choose to follow
- Source of Inspiration: Be part of a team working to a goal and not afraid to get their hands dirty.
- Take charge attitude: Ability to recognize problems and develop solutions so they are prepared for a customer call, associate request or business needs that arises at any moment.
- Passionate: Committed to Excellence. Results oriented
- Thoughtful, detail-oriented: Demonstrate exception critical thinking capacities/abilities
- Sharp business acumen
- Effective Communicator: High level of optimism and confidence
Preliminary Requirements:
- Desktop Publishing/Creative Services experience (4-5years)
- Operations management experience (4-5 years)
- People Management experience (4-5 years)
- Experience with western clients (required)
- Prefer onsite work with investment banking teams
- Experience handling project implementation: Business Continuity, transitions, etc.
- Proven People Manager and Team Leader
- Client-focused with ability to effectively manage client expectations
- Negotiation and conflict resolution skills
- Multi-tasking; overseeing workflow of multiple project streams
- Technology: Intermediate/Expert knowledge of MS Office - (required); Advanced graphics (Adobe, Flash, Quark, HTML) knowledge highly desirable Proficiencies
- Proven excellent spoken and written English communication skills
Personal Success Characteristics
Operations/Quality Control (QCI)/Compliance:
- Analyze data, maintain or recommend changes to processes based on changes in business requirements
- Perform problem solving analysis with QCI and Client Managers on a one-on-one basis
- Ensure implementation of Industry best practices and constant review of processes to ensure maximum operational efficiency
- Ensure that all delivery center associates follow Standard Operating Procedures (SOPs)
- Manage workflow SOPs with Client Managers, as well as analyze associate quality scores, skills requirements and productivity
- Ensure that all Client and Internal SLAs are met
- Maintain utilization, productivity and quality standards to achieve and exceed client targets.
- Manage development of staffing schedules and ensure proper coverage
People:
- Coordinate timely performance appraisals for all delivery associates
- Ensure distribution of timely information to all associates
- Help Shift Managers draft objectives for associates and themselves
- Mentor and manage performance of shift managers
- Mentor team development, ensure succession planning and provide hands on leadership
- Motivate the staff to ensure Center attrition is <25%
- Motivate the staff to ensure adherence to all SLAs
Reporting:
- Ensure accurate data capturing to facilitate timely weekly/monthly corporate reporting
- Ensure reports are maintained and produced for client submission
- Ensure accurate maintanence of all HR-related data and reports
Client/Vendor Relations:
- Serve as complimentary and accessible contact for client-related inquiries
- Support Integreon management in expanding client relationship
- Coordinate reporting across multiple business lines.
Country Management Support (Partners to DC Management)
Human Resources/Finance
- Manage recruitment/interview process at all associate levels
- Coordinate billing feeds with client and finance
Compliance/IT/Facilities
- Ensure all client implemented policies are strictly monitored
- Coordinate technology upgrades with client and corporate IT
- Monitor Business Continuity planning and execution
Training
- Facilitate and schedule any application rollouts
- Monitor quarterly assessments and refresher trainings
- Analyze and recommend soft and hard skills trainings
Previous Experience Requirements
- Desktop Publishing/Creative Services experience (4-5 years)
- Operations management experience (4-5 years)
- Working in Investment Banking environment (2-3 years)
- People Management experience (4-5 years)
- Experience with project multi-tasking (4-5 years)
Educational Requirements
- College Degree (MBA preferred)
- Fluent in written and oral communication in English required
- Advance/Guru level experience on relevant MS Office applications
- Relevant professional development study in management, negotiation, assertiveness techniques, etc either through company sponsored programs or independent study highly desirable