Operations Director

2 days ago

Bikaner, Rajasthan, India beBeeLeadership Full time US$ 15,00,000 - US$ 21,00,000

Job Summary

The Associate Director, Service Delivery role is a critical leadership position responsible for overseeing end-to-end operations of a premium US Telecom customer program.

About the Role:

  • Operational Leadership: Lead operational improvements across business verticals, optimize resource allocation, and track progress against defined business goals.
  • Domain Expertise: Strengthen domain capabilities through continuous improvement and talent development.
  • Strategic Planning: Develop strategies aligned with growth objectives. Lead cross-functional planning for expansion, service design, operational costs, and hiring.
  • Business Development: Collaborate with Sales & Marketing teams to support and drive business expansion.
  • Innovation & Value Addition: Lead innovation initiatives and other value-added efforts in partnership with clients.
  • P&L Management: Manage P&L for business operations, including strategic plans to drive profitability and growth.
  • Team Management: Oversee large, high-performing teams. Enhance organizational efficiency, build scalable processes, and align delivery capabilities with pipeline demand.
  • Client Satisfaction: Act as '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 client-specific regulatory requirements and internal standards.

Required Skills and Qualifications:

  • Experience: 15+ years of experience in operations within BPO/Outsourcing space in customer service domain, with at least 3+yrs supporting US Telecom in messaging domain.
  • Industry Knowledge: Strong understanding of business trends, emerging technologies, and industry best practices.
  • Analytical Acumen: Ability to streamline complex processes and make data-driven decisions.
  • Leadership: Proven success in leading large teams (HC of 500+ FTEs), attracting and developing talent, and fostering high-performance culture.
  • Performance Management: Demonstrated ability to improve performance across quality, efficiency, and effectiveness metrics, consistently meeting or exceeding SLAs.
  • Business Growth: Track record of driving performance and scaling operations in matrix-driven organization.
  • Stakeholder Engagement: 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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