Delivery Excellence Manager

18 hours ago

Kolkata, West Bengal, India beBeeLeadership Full time ₹ 1,50,00,000 - ₹ 2,00,00,000
Job Title:

Service Delivery Director

Role Overview:

This is a leadership position responsible for delivering exceptional service to clients.

  • Operational Excellence: Lead process improvements, optimize resource allocation, and track progress against business goals.
  • Domain Expertise: Enhance 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 to support and drive business expansion.
  • Innovation & Value Addition: Lead innovation initiatives and other value-added efforts in partnership with clients.
  • Financial Management: Manage financials for business operations, including the development and execution of strategic plans to drive profitability and growth.
  • Team Leadership: 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.
Key Responsibilities:

The ideal candidate will possess:

  • A minimum of 11 years in BPO CX operations, with experience in the Travel/OTA/Airlines domain preferred.
  • A strong understanding of industry trends, emerging technologies, and best practices.
  • An analytical mind to streamline complex processes and make data-driven decisions.
  • Proven success in leading large teams (HC of 300 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.
  • A 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.
  • An MBA or Postgraduate degree is preferred.
About Us:

We are seeking a seasoned leader to join our team as Service Delivery Manager for a premium International Travel/OTA client.

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