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Senior Director of Operations

3 months ago

chennai, India Sutherland Full time

Company Description: Sutherland Global is a digital transformation company focused on delivering exceptional experiences for both customers and employees. For over 30 years, we have been entrusted with caring for our clients & customers - a responsibility we believe we should earn every day. We are dedicated to making those experiences as delightful as possible - instantaneous, relevant, predictive and frictionless. As an early pioneer in robotic automation, we added to our core through steady investment and acquiring key capabilities. Our design capabilities marry human insight, design-thinking, and process engineering. To make these designs come to life as envisioned by our designers, we employ the latest in robotic automation, conversational AI techniques with a range of AI-ML enhanced products and cloud-based platforms.


Sutherland is seeking a strategic-thinking and dynamic person to join us as Senior Director Service Delivery Management.


Sutherland is committed to foster Diversity & Inclusion and encourages candidates to apply.


Job Description


Senior Director in this role get to:


- Impact the Bottom Line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations.

- Build the Company: Partner with all divisions across all segments in efforts to improve and drive performance.

- Define Sutherland’s Reputation: Oversee and manage performance and service quality to guarantee customer satisfaction Take the lead: Perform strategic analysis is business performance data to address Plan Sponsor needs; drive financials to ensure results and commitments are met.

- Improve the Company: Make recommendations to enhance processes and boost ease and efficiency.

- Strengthen Relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations.

- Drive Sutherland Forward: Oversee the design, development, and implementation strategies of quality improvement initiatives; translate knowledge of subject and business needs into clear strategic business plans.


Qualifications


Our most successful candidates will have:

- Bachelor’s degree and Work Experience of 14+years.

- Eight or more years of management experience; experience managing customer support.

- Ability to be creative and resourceful in finding effective solutions to problems and situations.

- Strong analytical skills, be able to interpret data, identify trends, and make suggestions for improvements.

- Ability to be customer-oriented in managing communications and issues; have strong interpersonal and problem-solving skills.

- Ability to be pro-active in developing trust and professional rapport with employees and team members; work as a team player.

- Persistence in working through challenges and doing whatever it takes to get the job done.

- Demonstrated leadership skills; be able to evaluate opportunities, develop, and implement performance improvement efforts.

- Ability to be strategic in developing solutions and process improvements.

- Ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives.