Sr. India Scalability Manager

The Sr. India Scalability Manager has responsibility to coordinate all facets of our GHX India expansion and on-going performance management – including capacity planning, hiring, training, operating performance, service excellence, reporting, performance optimization and captive management services. The right candidate will exhibit good business judgment and acumen and be comfortable collaborating with other departments and locations throughout the organization.

Duties and Responsibilities:

• Work with cross-functional stakeholders for translating strategy into actionable goals for performance and growth at GHX India 
• Coordinate and monitor implementation of organization-wide goal setting, performance management, and operating controls 
• Develop and track an operational roadmap for staffing at GHX India in line with the GHX India strategy 
• For GHX India operations, work with GHX Finance Team to track the financials. 
• Coordinate with GHX Business Owners for tracking performance metrics, business continuity and address the compliance risks 
• Work closely with Director CX Operations at GHX to monitor operating performance results and performance optimization through performance metrics (Quality and TAT SLAs, KPIs)
• Coordination with GHX India CX Ops. teams to manage attrition - based on trends, timely back-fill recruitment, and training for ensuring no delivery impact 
• Conduct weekly review meetings with the CX operations teams in GHX India 
• Ensure proper planning, staffing, training, and development is achieved across all teams 
• Adherence to corporate policies and processes and encourage adoption of GHX culture within teams in India 
• Work Director-CX Operations for Workforce Mgmt. & Optimization to deliver process wise forecasting and ensure optimal staffing requirements are met 
• Conduct regular business review meetings with internal and external stakeholders, based in US and India
• Meet/Exceed the objectives (OKRs) with key results for operational performance, resource (people) management and targeted business (cost savings & efficiency) outcomes
• Ensure adherence to GHX corporate policies and procedures and the use of all tools & technologies by members of GHX India team 
• Ensure knowledge management (KCS) principles are implemented effectively using GHX corporate tools – example Confluence

Qualifications:

• Master's Preferred
• 6-8 years of experience in strategic and or operating leadership roles 
• Experience working with global resources based outside of US 
• Exceptional interpersonal & communication skills 
• Excellent knowledge and ability to work with PowerPoint and Excel 
• Knowledge of Global operating standards & frameworks (COPC, Six Sigma, Workforce Management) and technology used to manage KPIs and SLAs 
• Certifications in: Project Management, Operations Management, Excel 

Knowledge, Skills, and Abilities:

• Ability to work with cross-functional teams across horizontal and vertical functions in a high-performance operating environment 
• Strategic background and ability to spot the risks based on data, trends associated with any aspect of GHX India and plan mitigation actions in conjunction with relevant stakeholders. 
• Strong understanding of the operating environment & performance metrics (SLAs, KPIs) and the key levers to meet/exceed operating as well as financial metrics 
• Ability to collaborate with business process owners and other key stakeholders for setting up and monitoring performance goals (OKRs) 
• Ability to work with GHX resources based in India covering US hours 
• Experience with maintaining and developing operational statistics, financial management information and results reporting 
• Skilled in setting agendas, leading meetings, coordinating activities, follow-ups, and negotiating with cross-functional teams 
• Strong communication skills (listening, verbal and written) with the ability to communicate across different levels of stakeholders and Executive Leadership 
• Excellent organizational and time management skills with the ability to work under tight deadlines 
• A solution-oriented and positive mindset that openly embraces change and stretches goals 
• Strong organizational skills with an ability to prioritize objectives, develop & execute solutions with minimal assistance.
• Ability to travel up to 20% required. International travel to India required about twice per year.