Associate Director, Service Delivery

2 months ago

Gurugram, India Concentrix Full time
Description Essential Job Elements:
P&L: Manage P&L of the business operations, including the development and execution of the overall business strategy. Maintain and grow revenue of program(s); responsible for profitability including revenue, margins, billing, seat utilization and retention
Operations: Drive operational improvements, including optimizing resource allocation within and across teams, improving operational effectiveness, quality, and performance against SLAs, and measuring progress against business goals.
Team management: Manage high performance teams, improve organizational efficiencies, build scalable business processes and infrastructure. Help align delivery capability to pipeline demand. Design and run scaled operations with a data-oriented approach. Provide vision and leadership for business. Profile and Experience:
  • 14+ years of operations experience within a BPO/ Contact Centre with last few years managing and running the operation
  • Experience in tech support - commercial / enterprise business delivery with a large-company, including exposure of running high performance teams.
  • Successful track record of improving performance against quality, efficiency, and effectiveness metrics, and meeting/exceeding contractual service level performance requirements.
  • Experience of managing multiple LOBs and Clients
  • Experience of managing P&L, cost management, driving performance and growing businesses
  • Experience with a matrix driven global organization.
  • Proven track record of building strong relationships with stakeholders
  • Strong internal client-facing skills with excellent communication, negotiation and conflict management skills
  • Analytical acumen and the ability to streamline complex processes
  • Excellent English communication and the ability to deal with global customers and stakeholders
  • MBA/ PG Degree would be an advantage

Desired Skills

  • Assertive with High energy levels
  • Strong Interpersonal Skills and ability to interact effectively with stakeholders
  • Result orientation, Process Oriented, Ability to handle stress and Ability to motivate
  • Working knowledge of budgeting, cost estimating, capacity utilization
  • Knowledge of Organizational structure, workflow and operating procedures
  • Leadership, Analytical, people management and Presentation skills
  • Should be an expert in managing delivery
  • Ability to coach, provide effective feedback and develop action plans, which maximize performance
  • Ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goa

Location:

IND Gurugram DLF Infinity Towers B

Language Requirements:

Time Type:

Full time

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