Group Executive Manager
Star Group
Total years of experience :25 years, 6 Months
Specific responsibilities
Strategy
• Work with the Board and Chair to establish and maintain a strategic direction for Star Group.
• Monitor the external environment, regulatory condition, read the market, anticipate change, alert the Board and Chair to these, and assess likely impacts of change on the business.
• Scan ideas in the wider market for possible application of the operations of Star Group.
• Identify new opportunities within the market and lead the development of innovative products and services.
• Grow the existing operations significantly in the short to medium term.
• Provide financial and operational support to the development of new strategic initiatives working closely with the Chair and plan and implement the necessary organization development.
• Assess risk/benefit of strategic projects and minimize impact on current performance.
• Provide financial and analytical support in any major negotiations related to strategic business proposals.
• Involve staff and others in developing new products, practices and services
Marketing
• Ensure STAR GROUP’s reputation is upheld and market expectations met.
• Oversee the direct interface with clients and ensure the delivery of excellent customer service at all times.
• Oversee the development and maintenance an effective marketing strategy and plan.
• Active networking and involvement in delivery of marketing and PR activities Finances.
• Agree operating goals, assign budgets and monitor progress.
• Review operational costs in light of other relevant providers and best practice.
• Recommend to the Board capital appropriations and report on annual results.
• Review capital expenditure and revenue growth.
• Develop annual capital and operating income and expenditure budgets for review and approval by the Board.
• Monitor and safeguard existing assets
Operations
• Maintain and improve operational performance.
• Ensure succession and contingency plans and resources are in place for all key operational roles.
• Ensure full documentation of all operational systems and policies in an accessible form.
• Ensure consistency of systems across STAR GROUP and associated entities.
• Provide effective control of the organization to ensure best practice in the provision of products and services to clients is maintained at all times
Human resources
• Articulate the culture of STAR GROUP and lead a positive work environment.
• Prescribe limitations of authority for reporting staff in regard to commitments, expenditures and personnel actions.
• Undertake and record regular performance reviews with all staff
Regulation and compliance
• Maintain an effective system of communication with the relevant regulatory authorities supervising Star Group entities.
• Setting up & Spearheading Operations for our business centers & third party organizations (KPO/BPO) at Mumbai, Dubai & New York.(Inbound Customer Care, Outbound Telesales, Collections, Media & Publication, Healthcare, Back Office Support, Hospitality, Retail & Airline industry)
• Direct call center operations as a liaison between clients, supervisors, and employees.
• Training and Process Development: delivering training, designing, leading teams of trainers, and directing enterprise initiatives.
• Hands on expertise on Microsoft Dynamics ERP Platform.
UK & USA Telesales & Collections
• Process Manager for all Telesales Processes (Mobile (UK) & ISP (USA) Campaigns).
• Head -MIS & Business Intelligence. - Sales & Collection Processes
• Head Back Office & Quality for all the Sales processes.
• Client Dispatch & Reporting.
• Work with Various functions to drive cost reduction & Process Improvement.
‘Providian National Bank (USA)'-Outbound Telesales
• Handling lead acquisition, customer retention and repeat sale program
• Responsibilities: Rostering, Incentive Planning, Goal Setting, Performance Management
• Dialer & List Management to maximum productivity
• Performance analysis to enhance performance and notice trends early
Project-' SPRINT Portable Communication Systems of U.S.A.'- Inbound Customer Service
• Providing feedback to initiate process development & knowledge growth for both internal & external consumers.
• Achieving & maintaining operational metrics of Productivity and Quality.
• Monitoring & controlling Service Level requirements.
• Team Management & support.
Direct sales & profitability of high-image stores.
• Orchestrate promotions based on guest trends/preferences & seasonal considerations.
• Extensive profit/loss experience in standardization along-with implementation of labour cost controls, documents end-of-month, daily & weekly transactions
• Created, developed & implemented all formalized operational systems & procedures including employee handbook, flow charts, forms, checklists, job descriptions & incentive programs.
Airman Certificate in Aircraft Dispatcher from FAA, USA.