Head of Supporting Functions & Control

Key responsibilities:

• Own the end-to-end performance of the operational-enablement function Workforce Management Real-Time / Control Tower operations MIS/Reporting/Decision support Quality/knowledge management and Training Management.
• Establish and run a centralized Control Tower providing real-time cross-account command and visibility of service levels adherence occupancy and intraday performance with the authority to intervene to protect contractual SLAs.
• Set and manage the functions operating plans and budget to meet cost-to-serve and efficiency targets contributing directly to the protection of operational margin.
• Act as the FP&A focal point for the business owning the operational inputs to budgeting forecasting and variance analysis and converting operational performance data into financial insight that informs the General Managers P&L decisions.
• Lead a multi-team function through subordinate managers including the MIS Manager setting objectives standards and performance expectations for each sub-function.
• Own Workforce Management end-to-end demand forecasting capacity planning scheduling shrinkage and adherence across all accounts to achieve both client and employee satisfaction.
• Own reporting governance and business intelligence across the portfolio ensuring systems capture and report all service metrics and trends through a single reliable source of truth.
• Ensure all contractual quality and reporting standards are consistently met and that COPC standards are implemented and maintained to secure successful annual certification.
• Provide the data insight and operational readiness that underpin client business reviews and support the achievement of client-satisfaction and retention targets.
• Act as the operational nerve center during disruptions owning alerting escalation incident management and business-continuity coordination across the unit.
• Ensure all operational needs from a workforce quality and training perspective are planned and fulfilled on time and to agreed standards.
• Drive automation and AI adoption across reporting workforce management and monitoring to improve speed accuracy and cost efficiency.
• Own the delivery of special value-add and transformation projects that improve service quality efficiency and cost across the operation from business case through to realized benefit.
• Establish the tools mechanisms and cadences to track functional performance close performance gaps and continuously improve service delivery.
• Ensure timely preparation and review of goals and development plans to address and improve any performance gaps across the function.
• Optimize team structures within the function and maintain effective succession plans developing direct reports to maximize their potential.
• Maintain a healthy high-performance culture within the function that reinforces the companys reputation for delivery reliability in the market.

Required Qualifications

• Bachelors degree in Business Administration Operations Management Finance Engineering or a related field; MBA and COPC/Lean Six Sigma/PMP certifications preferred.
• 12 years of experience in BPO/CX operations with at least 5 years in a senior leadership role managing WFM Control Tower/RTM MIS Quality Training or Operational Excellence functions.
• Proven track record in leading multi-client multi-site operations and establishing centralized performance governance and Control Tower frameworks.
• Strong financial and analytical acumen with experience in budgeting forecasting variance analysis cost management and margin improvement initiatives.
• Expertise in workforce planning business intelligence reporting governance quality management COPC standards and business continuity management.
• Demonstrated success in driving digital transformation automation and AI-enabled operational improvements with strong leadership stakeholder management and people development capabilities.