Annova Solutions
Website:
annovasolutions.com
Job details:
About Annova:
Annova Solutions partners with companies around the world to strengthen their AI and Machine Learning programs by creating dedicated teams in areas of Machine Learning Services, Medical Coding and Business Services for clients in Healthcare and Financial Services Industries.
Annova Solutions has established a name for itself in the industry with an enviable reputation of being best-in-class: exceptional quality (delivering an accuracy of 99.9 percent for 50 million+ objects) and exceedingly high customer satisfaction (100% client retention rate till date). The company has extensive experience in the field of data annotation & labelling spanning varied data types such as image, audio, video and text. The company has been registering a robust growth of 50 percent YOY since inception.
CEO Vision: “Annova Solutions has a laser sharp focus on creating unparalleled value for its clients in US, UK and Australia by linking operational metrics to client’s success. Our clients trust us because we deliver a world class experience by combining great talent, operational rigor and digital transformation.”
Roles & Responsibilities: -
Operational Governance & Reporting: -
• Oversee operations for the assigned line of business, acting as a proficient liaison between internal and external stakeholders.
• Analyze and address performance trends through dashboards, implementing proactive measures to ensure competitive operations governance aligned with contracted SLAs.
• Periodically review and report line of business metrics to senior leadership, providing insights into performance improvement areas.
• Identify and manage operational risks, implementing effective controls in collaboration with support departments.
• Strategically allocate responsibilities within the business unit, aligning them with evolving business and stakeholder requirements.
• Conduct regular talent and skill matrix reviews, governing recruitment and onboarding of operations staff with a focus on skill-based alignment.
Problem Analysis and Resolution: -
• Train operational managers on identifying and addressing core challenges, fostering a solution-oriented approach.
• Identify opportunities for process improvement, coordinating and implementing various transformation methodologies.
Stakeholder Management, Client Relationship: -
• Lead stakeholder engagements, ensuring effective client communication through available channels to maintain positive customer sentiment.
• Interpret organization, business, and client requirements with an agile approach.
• Provide scheduled and ad-hoc governance and financial reporting.
Business Focus, SLA & Compliance: -
• Monitor performance SLAs, prevent incentive and revenue loss, and identify areas for operational expansion within line of businesses.
• Ensure adherence to ISO/PCI compliance controls, meeting audit requirements, and implementing effective controls on identified alerts.
Employee Centricity: -
• Motivate teams, fostering a culture of continuous learning and skillset enhancement.
• Conduct scheduled and ad-hoc connects with teams and managers, identifying needs and opportunities for proactive action.
• Foster the development of line of businesses by providing timely and constructive feedback, effective counselling, and timely rewards and recognition.
Successful Candidate must have: -
• Over 10 years of robust operations management experience in BPO/ITES.
• Previous experience leading a large operations unit/line of business in a dynamic environment.
• Strong planning skills with the ability to interpret, analyze, and present data effectively.
• In-depth knowledge of performance metrics and stakeholder management.
• Experience in Client SLA management and adherence, representing business/delivery for transformation projects.
• Creative and strategic thinker with the ability to foster similar attributes within the team.
• Willingness to work in a 24x7 operations environment, with knowledge of Lean and Six Sigma principles.
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