VP, BPO (Cash Collections) - French & English Speaking
Sidetrade
- Dublin
- Permanent
- Full-time
- Develop and implement the overall BPO strategy in alignment with the organization's goals and objectives.
- Provide visionary leadership to the BPO team, fostering a culture of innovation, collaboration, and continuous improvement.
- Oversee day-to-day BPO operations to ensure efficiency, effectiveness, and compliance with service level agreements (SLAs).
- Drive operational excellence by implementing best practices, optimizing processes, and leveraging technology.
- Build and maintain strong relationships with clients, understanding their needs, and ensuring the delivery of high-quality BPO services.
- Collaborate with clients to identify opportunities for process improvements and added value.
- Develop and manage the BPO budget, ensuring cost-effectiveness and profitability.
- Monitor and analyze financial performance, identifying areas for cost reduction and revenue enhancement.
- Recruit, train, and develop a high-performing BPO team.
- Foster a positive and collaborative work environment, promoting professional growth and employee engagement
- Implement and maintain quality assurance processes to ensure the delivery of accurate and high-quality BPO services.
- Monitor performance metrics and implement corrective actions as needed.
- Identify and mitigate risks associated with BPO operations.
- Ensure compliance with relevant regulations, industry standards, and internal policies.
- Stay abreast of technological advancements in BPO and implement relevant technologies to enhance efficiency and productivity.
- Collaborate with IT teams to integrate systems and tools that support BPO operations.
- Effectively communicate BPO strategies, performance metrics, and achievements to key stakeholders, including senior management and clients.
- Drive a culture of continuous improvement by promoting innovation and identifying opportunities for process optimization and automation.
- A bachelor's or master's degree in business, management, or a related field.
- Fluent in both French and English
- Extensive experience in customer services operations, with a proven track record of leadership and achievement. BPO or Credit & Collection would be a plus.
- Strong analytical, strategic thinking, and problem-solving skills.
- Excellent communication and interpersonal skills.
- In-depth knowledge of industry trends, best practices, and emerging technologies in the BPO space.
- Entrepreneurial mindset with the ability to work autonomously.