Delivery Partner
1 month ago
Our client - a global IT service provider - is looking for a Delivery Partner for CX/Service Desk Operations.
Experience: 23+ Years of experience out of which at least 12+ Years of Leadership Experience. They should have a proven track record of successfully leading Voice and Backoffice operations (at least 1000+ associates) in an offshoring organization, preferably in the BPM / KPO sector, with global exposure to CX/Service Desk practice for international clients in the USA, UK, and Australia. Excellent leadership, team management, and customer relationship management skills are essential, along with commercial awareness and project management abilities.
Role Summary:
As the Delivery Partner of the CX/Service Desk Operations, you will play a critical role in leading a part of our service delivery function and driving operational excellence. You will be responsible for overseeing the end-to-end operations, managing client portfolios, and ensuring exceptional service delivery to our international clients across in multi geographies i.e. in USA, UK, or Australia. With a focus on strategic planning, customer satisfaction, and continuous improvement, you will lead a talented team and shape the future of the organization.
What You Need for this Position:
- Proven track record of successful operations management in an offshoring organization, preferably in the KPO / BPM industry managing a team size of at least 1000+ associates.
- Extensive experience in leading the Service Delivery Functions for an CX/Service Desk practice for international clients, specifically in the USA, UK, and Australia markets.
- Experience in delivering transformation projects and leveraging automation across both voice operations & back-office operations.
- Outstanding customer relationship management skills and the ability to handle customer escalations effectively.
- Solid understanding of commercial aspects and project management principles.
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