Offshore Service Delivery Director

1 day ago

Chennai, Tamil Nadu, India beBeeService Full time ₹ 20,00,000 - ₹ 24,00,000

We are seeking a seasoned Operations Delivery Manager to lead and manage our offshore service delivery operations.

This role will play a critical part in determining the current and future strategy and execution for successfully transitioning on-shore and BPO scopes to India. The manager will oversee the delivery of high-quality Operations Support Services to US Operations through our India-based teams, ensuring alignment with global standards, client expectations, and operational SLAs.

Key Responsibilities
  • Manage and mentor a team leads and their teams across multiple scopes of work across Divisions including production level positions in Records, Reporting, and Process Services.
  • Oversee hiring, training completion, performance evaluations, and career development of support staff.
  • Ensure support coverage and efficient shift scheduling to allow for seamless hand-offs between the India and US operations.
Operational Excellence
  • Initial duties would include collaboration with colleagues in Operations and Change Management to enact a smooth capability build-out and transition of all jobs from BPO providers and onshore US.
  • Drive consistent service delivery aligned with SLA/KPI targets both internally and as required by US-based colleagues.
  • Ensure adherence to best practices, incidents, problems, and change management processes.
  • Monitor SOP adherence, issue escalation resolution timelines and meeting internal KPIs.
Stakeholder Coordination
  • Act as the primary escalation point of contact for US and India stakeholders.
  • Facilitate effective communication between US and India leadership and their teams.
  • Lead regular service reviews, provide performance reporting and drive cross-continent governance of all operational requirements.
Process Improvement
  • Identify opportunities for automation, knowledge base enhancements, and process optimization.
  • Implement tools and practices to improve service delivery.
  • Conduct root cause analysis for recurring issues and drive preventive measures.
Required Qualifications
  • Bachelor's degree in operations, Process Excellence, Engineering, or related field.
  • 8+ years of Off-shore service delivery experience with at least 3 years in a managerial role.
  • Experience working with global teams and managing offshore delivery.
  • Strong understanding Off-shore/on-shore frameworks (preferably an IAOP certification).
  • Excellent communication, leadership, and problem-solving skills.
  • Proficiency with tools Project Management Tools (MS Project or similar).
Preferred Qualifications
  • Experience in managing transitions of transactional support service scopes from the US to India.
  • Familiarity with differences in US and India culture and how to manage in both environments.
  • Managing Teams in support of US client environments and time zones.
Working Hours

Flexible to attend and run US/India team meetings, including overlap with US morning hours.

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