The Senior Vice President, Operations will lead operations team through strategic thinking and tactical direction for appointed campaign(s). This key leadership position will drive culture and generate significant impact, leveraging efficiencies in the use of technologies, workflows, processes and innovation. As part of the Leadership Team, the Vice President, Operations will help implement an overall business unit strategy focused on operational excellence.

• Develop tactical plan that supports the vision, mission and goals of the Company.
• Direct operational leaders, foster their professional development and growth, and promote teamwork and cooperation.
• Partner with senior leaders to determine needs and priorities within the business units and sites.
• Responsible and accountable for the financials of campaign operations and management of annual budget.
• Work cooperatively with other departments to establish and maintain appropriate standards, guidelines and criteria.
• Lead the strategic planning process for campaign operations.
• Initiate needed change to positively impact performance.
• Establish a systematic course of action to assure accomplishment of a specific objectives and goals.
• Ensure administration of policies and procedures are managed fairly and consistently, ensure compliance, protection of client, company and employee information, and overall operational governance.
• Develop strategic and tactical plans including revenue cost planning and forecasting.
• Establish, measure and evaluate results of goals and objectives for each sites’ performance, production, quality, profitability, and employee retention.
• Continually investigate and introduce process improvement measures.
• Interact regularly with executive leadership team and department heads to ensure company’s operational priorities are aligned with total company direction.
• Interface with clients to ensure positive client relationships and to ensure that client performance metrics are achieved; and support community initiatives and business relationships.

EDUCATION/EXPERIENCE:

• University degree in Business Administration or other related field. MBA preferred.
• 8-10 year’s senior leadership experience in Operations or Client Services within BPO industry.

COMPETENCIES:

• Business Acumen.
• Communication.
• Consultation. 
• Critical Evaluation.
• Ethical Practice.
• Collaboration.
• Global & Cultural Awareness.
• Leadership & Navigation.
• Relationship Management.

WORKING CONDITIONS:

This role routinely uses standard office equipment such as computers, phones, photocopiers. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; sit; use hands to point, handle or feel; and reach with hands and arms. Specific vision abilities required by this job include close vision, and ability to adjust focus.

This is a full time position. Employee must be able to travel up to 40%.  

COMMITMENT TO ETHICS AND EQUAL EMPLOYMENT OPPORUNITY:

IBEX is proud to be an equal employment opportunity employer.  Business activities including, but not limited to, hiring, promotion, and compensation are conducted in compliance with all applicable laws and without regard to race, color, ethnicity or national origin, gender, age, marital status, religion, political or union affiliation, sexual orientation, gender identity, disability status, pregnancy, genetics, veteran status, or any other basis protected by law.