Mphasis · 22 hours ago
Vice President Operations
Phoenix, AZ
Full-time
Onsite
Director/Executive
$150K/yr - $225K/yr
15+ years expMphasis is a company that applies next-generation technology to help enterprises transform businesses globally. The Vice President Operations will be responsible for overseeing operational performance across large-scale contact center and fulfillment teams, ensuring that production and service objectives are met while maintaining high quality and customer experience.
Artificial Intelligence (AI)BlockchainCyber SecurityInformation TechnologyIT Management
Hiring Manager
Antwan D. Harrington
Responsibilities
Lead and manage a large multi-site, multi-disciplinary organization (500+ associates across call center, and customer support)
Build a high-performance culture through recognition, coaching, talent development, and team-engagement strategies
Facilitate daily/weekly huddles with Team Managers, Pipeline Managers, Quality Leaders, and Performance Coaches to align on trends, performance gaps, process changes, and improvement strategies
Conduct monthly performance reviews with Team Managers and ensure corrective action plans are created and executed when needed
Partner with Site Leadership and Human Excellence (HR) on personnel matters, workforce planning, and employee relations
Ensure no Personal and/or Proprietary Information (PPI) is present in team area
Oversee all production, service quality, and customer experience objectives to meet monthly business goals and SLAs
Conduct deep-dive analysis of pipeline movement, aging, productivity, and quality metrics; collaborate with leaders to implement operational improvements
Review internal/external audit findings, call monitoring, and compliance results; ensure corrective action, coaching, and training are executed effectively
Ensure labor utilization is optimized, including overtime monitoring and adherence to monthly labor margin targets
Oversee timecard approvals, workforce adherence, and schedule compliance
Serve as an escalation point for client concerns, operational challenges, and process clarifications
Prepare for, participate in, and document client meetings, ensuring alignment on goals, SLAs, quality, and performance expectations
Partner with peer Operations Leaders to drive consistent culture, process alignment, and standardized best practices across all teams
Qualification
Required
15+ years of fulfillment leadership, including recent end-to-end customer experience within the past 3 years
Experience in banking and financial services industry
Demonstrated ability to lead large-scale, multi-functional teams in a high-volume, regulatory-driven environment
Strong analytical capability with proven experience driving performance, productivity, and operational transformation
Exceptional communication, interpersonal, organizational, and leadership skills
Demonstrated ability to manage risk, maintain compliance, and drive sustainable outcomes
Ability to thrive in a fast-paced, high-pressure, production-oriented environment
Strong PC skills and comfort in a paperless, digital workflow environment
Willingness to work extended or non-standard hours as business needs require
Company
Mphasis
Mphasis is an IT services company that offers blockchain, cyber security, product engineering, DevOps, and other services. It is a sub-organization of Blackstone Group.
10001+ employees
H1B Sponsorship
Mphasis has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1685)
2024 (1453)
2023 (1350)
2022 (1639)
2021 (1415)
2020 (1251)
Funding
Current Stage
Public CompanyTotal Funding
$68.92MKey Investors
Blackstone Group
2020-04-02Post Ipo Equity· $68.92M
2016-04-05Acquired
2004-06-04IPO
Leadership Team
Nitin Rakesh
Chief Executive Officer and Managing Director
Aravind Viswanathan
Chief Financial Officer
Recent News
2026-01-11
2025-12-27
2025-12-26
Company data provided by crunchbase