Director Service Delivery

4 days ago

Kolkata, India Gear Inc. Full time

This position is open to all nationalities that meet our job requirements.


Key Responsibilities:

Strategic Planning and Execution:

  • Develop and implement operational strategies aligned with the company’s goals and objectives.
  • Identify opportunities for process improvement and implement best practices to enhance operational efficiency.

Service delivery management:

  • Oversee day-to-day service delivery and operations to ensure smooth and efficient service delivery.
  • Monitor key performance indicators (KPIs) to ensure targets are met and take corrective actions when necessary.
  • Manage resource allocation and optimize the use of technology and personnel.
  • Oversee operations and service delivery in Asia and/or other assigned regions.

Team Leadership:

  • Mentor, develop and lead the service delivery team to achieve high levels of performance with client engagement and customer satisfaction.
  • Foster a positive and collaborative work environment aligning with company culture.

Client Relationship Management:

  • Build and maintain strong relationships with clients to understand their needs and ensure satisfaction.
  • Address client concerns and implement solutions to enhance service delivery.

Quality Assurance:

  • Establish and maintain quality assurance processes to ensure high standards of service.
  • Conduct regular audits and implement corrective actions as needed.

Financial Management:

  • Develop and manage the service delivery and operations budget.
  • Monitor financial performance and implement cost-control measures.

Compliance and Risk Management:

  • Ensure compliance with industry regulations and company policies.
  • Identify and mitigate operational risks.



Qualifications:

Education:

  • Bachelor’s degree in Business Administration, Management, or a related field (MBA preferred).

Experience:

  • A minimum of 10 years of experience in the Managed Outsourcing services industry, BPO and contact center, Content Moderation Trust and Safety is a big plus with at least 7 years in a senior management role.
  • Proven track record of managing large-scale service delivery and operations and delivering results.
  • Managed between 5,000 to 10,000 employees across multiple programs and different countries such as Singapore, Malaysia, Thailand, Indonesia Philippines, Vietnam, India, Europe, and North America.

Skills:

  • Strong leadership and team management skills.
  • Excellent communication and interpersonal abilities.
  • Strategic thinking and problem-solving skills.
  • Proficiency in using operational and project management tools.
  • Financial acumen and budget management experience.

Other:

  • Ability to work in a fast-paced and dynamic environment.
  • Strong commitment to quality and customer satisfaction.
  • Willing to travel for work 80% of the time and open to relocate when business needs arise

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