Leader in Service Delivery

2 days ago

Alwar, Rajasthan, India beBeeStrategic Full time ₹ 1,80,00,000 - ₹ 2,00,00,000

Service Delivery Excellence

The Associate Director, Service Delivery plays a pivotal role in leading end-to-end operations for premium telecom customers.

  • Operational Leadership: Spearhead operational improvements across the business vertical, optimize resource allocation, and track progress against defined goals.
  • Domain Expertise: Strengthen domain capabilities through continuous improvement and talent development.
  • Strategic Growth: Develop strategies aligned with growth objectives. Lead cross-functional planning for expansion, service design, operational costs, and hiring.
  • Business Expansion: Collaborate with Sales & Marketing teams to support and drive business growth.
  • Innovation & Value Creation: Lead innovation initiatives and other value-added efforts in partnership with clients.
  • P&L Management: Manage P&L for business operations, including strategic plan execution to drive profitability and growth.
  • Team Oversight: Oversee large, high-performing teams. 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 satisfaction levels.
  • Best Practices Implementation: Develop, share, and implement best practices across service offerings and domains.
  • Compliance Management: Ensure full compliance with regulatory requirements and internal standards.

Requirements:

  • A seasoned leader with 15+ years of experience in operations within BPO/Outsourcing space in customer service domain.
  • Proven track record of driving performance and scaling operations in matrix-driven organizations.
  • Strong understanding of business trends, emerging technologies, and industry best practices.
  • Ability to streamline complex processes and make data-driven decisions.
  • Demonstrated ability to improve performance across quality, efficiency, and effectiveness metrics, consistently meeting or exceeding SLAs.
  • Strong stakeholder management skills, with excellent communication, negotiation, and conflict resolution abilities.
  • MBA or Postgraduate degree preferred.

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