Associate Director, Service Delivery
1 week ago
P&L: Manage P&L of the business operations, including the development and execution of the overall business strategy. Maintain and grow revenue of program(s); responsible for profitability including revenue, margins, billing, seat utilization and retention
Operations: Drive operational improvements, including optimizing resource allocation within and across teams, improving operational effectiveness, quality, and performance against SLAs, and measuring progress against business goals.
Team management: Manage high performance teams, improve organizational efficiencies, build scalable business processes and infrastructure. Help align delivery capability to pipeline demand. Design and run scaled operations with a data-oriented approach. Provide vision and leadership for business. Profile and Experience:
- 14+ years of operations experience within a BPO/ Contact Centre with last few years managing and running the operation
- Experience in tech support - commercial / enterprise business delivery with a large-company, including exposure of running high performance teams.
- Successful track record of improving performance against quality, efficiency, and effectiveness metrics, and meeting/exceeding contractual service level performance requirements.
- Experience of managing multiple LOBs and Clients
- Experience of managing P&L, cost management, driving performance and growing businesses
- Experience with a matrix driven global organization.
- Proven track record of building strong relationships with stakeholders
- Strong internal client-facing skills with excellent communication, negotiation and conflict management skills
- Analytical acumen and the ability to streamline complex processes
- Excellent English communication and the ability to deal with global customers and stakeholders
- MBA/ PG Degree would be an advantage
Desired Skills
- Assertive with High energy levels
- Strong Interpersonal Skills and ability to interact effectively with stakeholders
- Result orientation, Process Oriented, Ability to handle stress and Ability to motivate
- Working knowledge of budgeting, cost estimating, capacity utilization
- Knowledge of Organizational structure, workflow and operating procedures
- Leadership, Analytical, people management and Presentation skills
- Should be an expert in managing delivery
- Ability to coach, provide effective feedback and develop action plans, which maximize performance
- Ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goa
Location:
IND Gurugram DLF Infinity Towers BLanguage Requirements:
Time Type:
Full time-
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