Service Delivery Director

3 days ago

Coimbatore, Tamil Nadu, India beBeeStrategic Full time ₹ 2,00,00,000 - ₹ 2,50,00,000
Strategic Operations Leader

This position oversees the end-to-end operations of a program, ensuring alignment with contractual obligations and service excellence.

The incumbent will be responsible for managing a team and fostering a high-performance culture. This role is crucial in driving performance, scaling operations, and improving quality, efficiency, and effectiveness metrics.

Key Responsibilities:
  • Operational Excellence: Lead operational improvements across the business vertical, optimize resource allocation, and track progress against defined business goals.
  • Domain Capability: Strengthen 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.
  • P&L Ownership: Manage the financial performance of 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.
  • Best Practices: Develop, share, and implement best practices across service offerings and domains.
  • Compliance: Ensure full compliance with regulatory requirements and internal standards.
Requirements and Qualifications:
  • Experience: 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.
  • 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 a 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 a 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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