Head - Client Operations - FMCD/Industrial Business

Job content

• Build enduring relationships with the clients and display an understanding of the client, industry, Business environment
• Responsible for P&L of the department
• Track and review entire operations process, weighing them against the set business targets in order to determine the effectiveness of any initiatives and implement necessary changes and Solutions
• Ensuring high quality customer experience with brief understanding and validation to design projects development and coordination from concept to execution stages
• Take complete ownership of projects from start to finish. Manage customer negotiations and Payment
  
  

• Strategic Planning: Develop and implement operational strategies aligned with the company’s goals to enhance profitability.
• Financial Management: Monitor and analyze financial performance, identify areas for cost reduction, and maximize revenue generation.
• Supply Chain Management: Streamline supply chain processes, optimize inventory levels, and ensure timely delivery of products.
• Quality Control: Establish and maintain quality standards to meet customer expectations and uphold the brand reputation.
• Team Leadership: Lead and motivate a team of operations professionals, fostering a culture of collaboration, innovation, and excellence.
• Performance Monitoring: Implement KPIs and performance metrics to track operational efficiency and drive continuous improvement.
• Vendor Management: Build and maintain strong relationships with suppliers and partners to ensure cost-effective and reliable sourcing.
• Compliance: Ensure compliance with industry regulations, safety standards, and ethical practices in all operational activities.
  
  

• Provides full accountability and leadership for the client engagement
• Prepares the annual budget and business plan for the engagement, coordinates with the account manager for the account plan
• Thorough knowledge of contractual management, and deliver contractual commitments pertaining to day to day operations and SOW deliverables
• Demonstrates expertise in staffing management models including best in class staffing practices to optimize cost and enhance efficiency.
• Understand emerging business models in the industry to implement and delivery project outcomes.
• Signs off on the training /certification methodology at the engagement level to ensure right skilling
• Co-ordinates resource deployment across all processes for the engagement (team size, span, shift Utilization, skill sets, technology rollout)
• Responsible for the engagement training plan to ensure competency development across domain, operations and behavioral
• Prepares internal and external governance model to track and monitor contractual compliance, employee engagement, performance and relationship health
• Signs off on the service quality plan including the quality control, assurance and improvement to create a comprehensive quality program for the engagement
• Creates the scorecard for the engagement and ensures alignment of the team with the engagement objectives
• Conducts periodic reviews with ops managers and drives corrective action where required