Account Delivery Head

2 weeks ago

Gurgaon, Haryana, India Wipro Digital Operations and Platforms Full time ₹ 1,04,000 - ₹ 1,30,878 per year


• Manage the overall performance and governance of the Statements of Work (together with Vendor Account Manager)


• Manage the day-to-day operations in accordance with requirements and SLAs set out in this SOW. Prompt identification and resolution of Service delivery issues including implementation of preventative measures. Transition management during set up phase or expansion phases.


• Establish the Service Provider infrastructure necessary to perform the Services, including all technology, financial, human resources, security, facilities and communication resources.


• Provide exceptional people and process management, mentorship and career development to members of your team, including managers and reps, achieve low attrition levels and high employee engagement


• Drive Operations teams to deliver continuous improvement and productivity/quality gains


• Flag and escalate business risks timely to client

* Oversee overall sales strategy of the business


• Maintain high quality of communication with client for seamless process management

CRITICAL SKILLS REQUIRED


• 18 years of experience in contact center operations


• Strong B2C/ B2B sales experience


• Digital marketing ads sales experience


• Dynamic leader with experience and passion for managing large and diverse teams across multiple sites in a fast paced environment, able to deal with rapid change and ambiguity


• Strategic thinker with strong analytical and problem-solving skills


• Very strong level of English, both written and verbal


• Excited to be part of a global operations teams, design effective business operations, tackle complex problems, and develop individual team members


• Adaptable and energized by a fast-paced environment


• University Graduate or above


• 8 years of people management experience, including managing leaders, and a strong desire to develop team members and at least 2 years handling sales

● Provide mentorship, guidance and career development to members of your team

● Lead a high-performing team through an exciting transition to build problem solving, critical thinking, analytical and technical capabilities which will enable the department to develop deeper, more scalable solutions

● Deliver projects involving quantitative analysis, industry research, and strategy development, working directly with internal & global cross-functional teams to problem solve analytical approaches and develop solutions

● Identify actionable insights, suggest recommendations, and influence team strategy through effective communication

● Excellent stakeholder and relationship management skills

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