Vice President, India Operations and Delivery – Strategic Leader for Business Process Outsourcing and Customer Experience Transformation (Remote, India Based)

Introduction to Arise Virtual Solutions

Imagine being part of a revolutionary movement that is changing the way the world works. Since 1994, Arise Virtual Solutions has been at the forefront of innovation, creating a disruptive technology platform that connects the world's biggest brands with the largest network of gig-economy Service Partners in the Business Process Outsourcing (BPO) industry. As a pioneer in the work-from-home model and now a trailblazer in Customer Experience (CX) Transformation, Arise is owned by Warburg Pincus, one of the world's largest Private Equity Firms. Our mission is to transform the way the world works, and we are looking for a dynamic and agile leader to join our team as the Vice President, India Operations and Delivery.

Our Core Values

At Arise, we are guided by a set of core values that shape our culture and define our approach to business. These values include:

• Relentlessly Pursue Excellence: We strive for perfection in everything we do, from delivering exceptional customer experiences to continuously improving our processes and technology.
• Empower People & Partners: We believe in empowering our people and partners to take ownership, make decisions, and drive results.
• Make a Difference: We are committed to making a positive impact on the lives of our customers, employees, and the communities we serve.
• No Boundaries: We embrace a culture of innovation and experimentation, where creativity and ideas know no bounds.
• Embrace Possibilities: We are open to new opportunities, challenges, and experiences, and we encourage our people to be curious, adaptable, and resilient.

Job Overview

The Vice President, India Operations and Delivery is a strategic leadership role that will be responsible for setting up and boosting our presence in India. As a key member of our leadership team, you will report directly to the COO and will be responsible for building and fostering key relationships throughout the country. You will provide thought leadership to support our rapidly growing client base and gig network, and you will be responsible for building a world-class, high-performing team that fosters a culture of excellence and supports Arise's vision and values.

Key Responsibilities

As the Vice President, India Operations and Delivery, your key responsibilities will include:

• Establish our presence and represent Arise in India: You will be responsible for establishing our presence in India, building relationships with key stakeholders, and representing Arise in the market.
• Find strategies to increase brand awareness and promote Arise: You will develop and implement strategies to increase brand awareness, promote Arise, and drive business growth in India.
• Establish relationships with governmental agencies and third-party vendors: You will build and maintain relationships with governmental agencies, third-party vendors, and other key stakeholders to support our business operations in India.
• Find strategies for efficiently sourcing high-quality sole traders/gig workers: You will develop and implement strategies to source high-quality sole traders and gig workers, ensuring that we have the talent and resources needed to deliver exceptional customer experiences.
• Build and lead a growing team of professionals throughout the country: You will build and lead a high-performing team of professionals, providing coaching, guidance, and development opportunities to ensure that our team members have the skills and knowledge needed to succeed.
• Ensure high engagement from team and alignment through effective communication: You will foster a culture of open communication, transparency, and collaboration, ensuring that our team members are engaged, motivated, and aligned with our vision and values.
• Work closely with COO and other leaders to set up best practices, standard operating procedures, and KPIs: You will collaborate with our leadership team to develop and implement best practices, standard operating procedures, and key performance indicators (KPIs) that drive business results and support our growth strategy.
• Drive strategy, alignment, and execution on key initiatives: You will drive the development and execution of key initiatives, ensuring that our strategies are aligned with our business objectives and that we are delivering results.
• Manage and report on operational metrics: You will be responsible for managing and reporting on operational metrics, including financial performance, customer satisfaction, and employee engagement.
• Manage P&L for country: You will be responsible for managing the profit and loss (P&L) for our India operations, ensuring that we are driving revenue growth, managing costs, and delivering profitability.
• Aid business development team in finding new ways that Arise can garner more business or more applications from the client: You will collaborate with our business development team to identify new business opportunities, develop innovative solutions, and drive growth.
• Support the business development team in crafting innovative programs and value propositions: You will work closely with our business development team to develop innovative programs and value propositions that meet the evolving needs of our clients and drive business results.
• Perform other duties as assigned: You will be required to perform other duties as assigned by our leadership team, supporting the growth and development of our business in India.

Qualifications and Expectations

To be successful in this role, you will need to have:

• Bachelor's degree required, graduate degree a plus: You will need to have a bachelor's degree in a relevant field, such as business administration, management, or a related field. A graduate degree is preferred.
• 10-15 years of professional experience: You will need to have at least 10-15 years of professional experience in a leadership role, preferably in the BPO or CX industry.
• 5+ years of management experience: You will need to have at least 5 years of management experience, with a proven track record of building and leading high-performing teams.
• BPO and CX experience required: You will need to have experience in the BPO or CX industry, with a deep understanding of the trends, challenges, and opportunities in this space.
• Experience building and developing a large team: You will need to have experience building and developing large teams, with a proven track record of recruiting, training, and retaining top talent.
• Experience working with global teams: You will need to have experience working with global teams, with a deep understanding of the cultural, linguistic, and regulatory nuances of different markets.
• Entrepreneurial mindset with business hunting experience: You will need to have an entrepreneurial mindset, with experience in business development, sales, or marketing.
• Experience managing full P&L with ability to drive efficiencies in order to improve margin and revenue: You will need to have experience managing a full profit and loss (P&L) statement, with a proven track record of driving revenue growth, managing costs, and delivering profitability.
• Proven experience managing client relationships and growing company's footprint in a new region: You will need to have experience managing client relationships, with a proven track record of growing a company's footprint in a new region.
• Knowledge of local laws, price points, and labor market trends: You will need to have a deep understanding of the local laws, price points, and labor market trends in India, with the ability to navigate these complexities and drive business results.
• Understanding of local labor laws and government protocols: You will need to have a deep understanding of the local labor laws and government protocols in India, with the ability to ensure compliance and drive business results.
• Proficient in MS Office: You will need to be proficient in MS Office, with the ability to use a range of software applications to drive business results.
• This position requires some travel: You will need to be willing to travel, both domestically and internationally, to support our business operations and drive growth.

Skills and Competencies

To be successful in this role, you will need to have a range of skills and competencies, including:

• Strategic thinking and planning: You will need to be able to think strategically, developing and implementing plans that drive business results and support our growth strategy.
• Leadership and management: You will need to be able to lead and manage high-performing teams, providing coaching, guidance, and development opportunities to ensure that our team members have the skills and knowledge needed to succeed.
• Communication and interpersonal skills: You will need to be able to communicate effectively, both verbally and in writing, with a range of stakeholders, including clients, employees, and partners.
• Problem-solving and analytical skills: You will need to be able to analyze complex problems, develop creative solutions, and drive results.
• Collaboration and teamwork: You will need to be able to work collaboratively with a range of stakeholders, including clients, employees, and partners, to drive business results and support our growth strategy.
• Adaptability and flexibility: You will need to be able to adapt to changing circumstances, priorities, and deadlines, with a flexible and resilient approach to work.
• Business acumen and commercial awareness: You will need to have a deep understanding of the BPO and CX industry, with a strong commercial awareness and the ability to drive business results.

Career Growth Opportunities and Learning Benefits

At Arise, we are committed to supporting the growth and development of our employees, with a range of career growth opportunities and learning benefits. These include:

• Professional development opportunities: We offer a range of professional development opportunities, including training, mentoring, and coaching, to help you build the skills and knowledge needed to succeed in your role.
• Career progression opportunities: We offer a range of career progression opportunities, including promotions, lateral moves, and new challenges, to help you grow and develop your career.
• Networking opportunities: We offer a range of networking opportunities, including conferences, seminars, and workshops, to help you build relationships with other professionals in the industry.
• Access to industry-leading technology and tools: We offer access to industry-leading technology and tools, including software applications, hardware, and infrastructure, to help you drive business results and support our growth strategy.
• Competitive compensation and benefits package: We offer a competitive compensation and benefits package, including salary, bonuses, and benefits, to recognize and reward your contributions to our business.

Work Environment and Company Culture

At Arise, we are committed to creating a positive and supportive work environment, with a range of benefits and perks to support your well-being and job satisfaction. These include:

• Flexible working arrangements: We offer flexible working arrangements, including remote work options, to help you balance your work and personal life.
• Collaborative and dynamic work environment: We offer a collaborative and dynamic work environment, with a range of opportunities to work with other professionals and build relationships.
• Recognition and reward programs: We offer recognition and reward programs, including bonuses, awards, and other incentives, to recognize and reward your contributions to our business.
• Access to wellness programs and employee assistance programs: We offer access to wellness programs and employee assistance programs, including mental health support, fitness classes, and other benefits, to support your physical and mental well-being.
• Opportunities for community involvement and social responsibility: We offer opportunities for community involvement and social responsibility, including volunteer programs, charity events, and other initiatives, to support our commitment to making a positive impact on the communities we serve.

Compensation, Perks, and Benefits

At Arise, we offer a competitive compensation and benefits package, including:

• Salary and bonuses: We offer a competitive salary and bonus structure, with opportunities for growth and development.
• Benefits package: We offer a comprehensive benefits package, including health insurance, retirement savings, and other benefits, to support your physical and financial well-being.
• Perks and incentives: We offer a range of perks and incentives, including recognition programs, rewards, and other benefits, to recognize and reward your contributions to our business.
• Opportunities for career growth and development: We offer opportunities for career growth and development, including training, mentoring, and coaching, to help you build the skills and knowledge needed to succeed in your role.
• Access to industry-leading technology and tools: We offer access to industry-leading technology and tools, including software applications, hardware, and infrastructure, to help you drive business results and support our growth strategy.

Conclusion

If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for the Vice President, India Operations and Delivery role at Arise. With a competitive compensation and benefits package, opportunities for career growth and development, and a collaborative and dynamic work environment, this is an exciting opportunity to join a leading company in the BPO and CX industry. Don't miss out on this chance to be part of a revolutionary movement that is changing the way the world works. Apply now to join our team and start your journey with Arise!

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