Director of Service Delivery Excellence

14 hours ago

Allahabad, Uttar Pradesh, India beBeeOperations Full time ₹ 1,34,49,392 - ₹ 2,31,25,584

Job Overview:

The role of Associate Director for Service Delivery is a high-level position responsible for overseeing end-to-end operations and acting as the primary point of contact for both internal and external stakeholders.

Key Responsibilities:

  • Operational Excellence: Lead strategic improvements across business verticals, optimize resource allocation, and track progress against defined business objectives.
  • Domain Capability: Strengthen domain capabilities through continuous improvement and talent development initiatives.
  • Strategic Planning: Develop strategies aligned with growth objectives, lead cross-functional planning for budgets, expansion, service design, operational costs, and hiring processes.
  • Business Growth: Collaborate with Sales & Marketing teams across geographies to support and drive business expansion initiatives.
  • Innovation & Value Addition: Lead innovation initiatives and other value-added efforts in partnership with clients to enhance services and offerings.
  • P&L Ownership: Manage 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 through effective communication and issue resolution.
  • Best Practices: Develop, share, and implement best practices across service offerings and domains to ensure consistency and quality.
  • Compliance: Ensure full compliance with regulatory requirements and internal standards to maintain a secure and reliable environment.

Requirements:

  • At least 15+ years of experience in operations within a BPO/Outsourcing space in customer service domain, with at least 3+yrs supporting US Telecom in messaging domain.
  • Strong understanding of business trends, emerging technologies, and industry best practices to stay ahead of market demands.
  • Ability to streamline complex processes and make data-driven decisions to drive business outcomes.
  • Proven success in leading large teams (HC of 500+ FTEs), attracting and developing talent, and fostering a high-performance culture that promotes collaboration and innovation.
  • 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 to achieve business goals.
  • Strong internal and external stakeholder management skills, with excellent communication, negotiation, and conflict resolution abilities to build trust and credibility.
  • MBA or Postgraduate degree preferred for advanced business acumen and leadership capabilities.

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