SVP Capability

Scope of work

SVP Capability CX, will be responsible for leading strategic initiatives that elevate the effectiveness & scalability of customer services operations across global operations. The role focuses on designing & delivering forward thinking capability solutions that aligns with business goals and enhance the customer experience.

SVP Capability CX, will be key part who will involves fostering strong partnership, across internal team, client, external stakeholders to drive collaboration, innovation and consistency in service delivery.

SVP Capability CX, will act as strategic connector ensuring that capability development is integrated with broader transformation efforts and talent strategies

SVP Capability CX, will be central to Quality Assurance with focus on embedding best practices, continues improvement & measurable standards across all service channels. He will champion excellence, ensuring that every solution delivered supports, long term growth, operational resilience and Customer Satisfaction

Role & responsibilities

Senior Capability Leadership

Quality, Governance & Insights

Stakeholder engagement and growth enablement

Leadership and Strategic influence

Professional development

Governance, compliance and risk management.

Performance & reporting

Preferred candidate profile

20+ Years of experience in strategic leadership roles within Business Process Outsourcing (BPO) industry with focus on capability development

10+ Years of experience in developing client focused solutions that drive measurable impact

Demonstrated experience in leading capability transformation initiatives across multiple geographies

Strong background with aligning internal structures & solutions with involving client needs , working closely with senior stakeholder and contributing to strategic planning cycle.