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Delivery Lead
4 months ago
Job description
Designation – Delivery LeadReports to – GM/ IBU HeadLocation – Bahadurpally, HyderabadExperience Required - Minimum 14 years
Key CompetencyDelivery ManagementP&L ManagementOperations ManagementClient Relationship ManagementPeople ManagementOperations ExcellenceProject management
Key ResponsibilitiesManaging 600+ headcount for BCP site and driving Client KPIs, SLA, Volume Management, Team utilization, occupancy, quality & training, CSAT (Customer Satisfaction) and RCAs (Root Cause Analysis), Financial Analysis, Resourcing, Identify Automation opportunity, Budgeting & Forecasting.Oversee 100% of transactions - Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents.Train, coach and mentor Managers and Team Leads including career development. Have clear RnR agreed and discussed on monthly basis. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers.Provide data and reporting of KPI’s and trends to Customer and others in ad-hoc, weekly, monthly reviews. Would require having strong knowledge of Telecom Support KPIs and design strategies for improvement. Work to make Contact Center the single source of truth and service delivery channel for Customer. Monitor and manage phone / Chat queue (participating in escalated calls as needed).Collaborate with all the key stakeholders in all the departments to ensure a harmonious environment and keep the positivity, bridge gap between global and local teams.Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. PO review and approval/budgeting responsibility. Review survey feedback to improve services, tools and support experience. Keep confidential all applicant, client, and verification and company proprietary information. (10%)Manage Project P&L, Control Costs, Optimize HC
Contact Center SkillsLeadership – leading teams from different departments / Locations to achieve organizational goals. Manage a team of 600+ resourcesCommunication – ensuring that communication is ongoing and effective between different departments.Presentation – Presenting ideas and results to different stakeholders across the business including staff and senior management.Team working – fostering an environment of teamwork to ensure that all products are delivered on time and company goals are met.Initiative – The ability to work alone and take a lead when hurdles arise or when tasks require completion.Planning - staying ahead of the game and ensuring that plans for the future are clearly labelled out for everyone to follow.Problem Solving – adapting to the ever-changing environment and reacting quickly to meet challenges.Transformation – Lead large transformation program for Contact Center
Financial ManagementDevelop and manage annual budgetOversee monthly and quarterly assessments and forecasts of organization's financial performance against budget, financial and operational goals. Oversee short and long-term financial and managerial reporting.Managing day to day processing of accounts receivable and payableEnsure that Accounting Department requests are resolved and communicated in a timely manner to internal and external parties.Develop long-range forecasts and maintain long-range financial plans.Increase the effectiveness and efficiency of Support Services through improvements to each function (HR, IT, Finance) as well as coordination and communication between functions.Drive initiatives in the management team and organizationally that contribute to long-term operational excellence.Providing consulting services on matters related to fundraising, tax and insurance questions, and business structure and growth.
Qualifications & Experience• Graduate Degree in Any stream. Management degree will be added advantage.• Minimum 14 years’ experience and at least 5 years of International Telecom Support experience
