Visionary Operations Leader

2 days ago

Varanasi, Uttar Pradesh, India beBeeLeader Full time ₹ 1,50,00,000 - ₹ 2,00,00,000
Job Overview

We are seeking a seasoned and strategic leader to join our team as Associate Director of Service Delivery.

The incumbent will be responsible for overseeing the end-to-end operations of the program, acting as a key liaison between external clients, internal operations, and support teams.

This role serves as the primary point of contact for both internal and external stakeholders, ensuring alignment with contractual obligations and service excellence.

As a critical leadership position with full P&L ownership, this role will directly influence the growth trajectory of one of our business verticals.

Responsibilities
  • Operational Excellence

Lead operational improvements across the business vertical, optimize resource allocation, and track progress against defined business goals.

Domain Capability

Strengthen domain capabilities through continuous improvement and talent development.

Strategic Planning

Develop strategies aligned with growth objectives. Lead cross-functional planning for budgets, expansion, service design, operational costs, and hiring.

Business Growth

Collaborate with Sales & Marketing teams across geographies to support and drive business expansion.

Innovation & Value Addition

Lead innovation initiatives and other value-added efforts in partnership with our client.

P&L Ownership

Manage the P&L for business operations, including the development and execution of strategic plans to drive profitability and growth.

Team Management

Oversee a large, high-performing team. Enhance organizational efficiency, build scalable processes and infrastructure, and align delivery capabilities with pipeline demand.

Client Satisfaction

Act as the 'Voice of the Customer' by building strong client relationships and ensuring high levels of satisfaction.

Best Practices

Develop, share, and implement best practices across service offerings and domains.

Compliance

Ensure full compliance with regulatory requirements and internal standards.

Requirements
  • At least 15 years of experience in operations within a BPO/Outsourcing space in customer service domain.
  • Strong understanding of business trends, emerging technologies, and industry best practices.
  • Ability to streamline complex processes and make data-driven decisions.
  • Proven success in leading large teams (HC of 500+ FTEs), attracting and developing talent, and fostering a high-performance culture.
  • Demonstrated ability to improve performance across quality, efficiency, and effectiveness metrics, consistently meeting or exceeding SLAs.
  • Track record of driving performance and scaling operations in a matrix-driven organization.
  • Strong internal and external stakeholder management skills, with excellent communication, negotiation, and conflict resolution abilities.
Education

MBA or Postgraduate degree preferred.

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