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Job Description
Job Title:
Sr. Service Delivery Manager
The Role:
We are looking for a dynamic people leader who understands the – bigger picture – and can balance strategic vision and thought leadership with execution excellence. The incumbent will bring extraordinary focus and expertise in and scaling a dynamic operation and organization focused on the customer-centricity, team growth and well-being and operational rigor.
The Delivery Leader will be responsible to manage the overall operations program scope for a Telecom client and maintain its continuous alignment with strategic business objectives; set program plan and make recommendations to modify it when necessary, set priorities, ensure optimization, and resolve conflicts to enhance effectiveness in reaching business results or strategic goals. This is a key leadership role with P&L responsibility and will directly impact the growth trajectory of one of the most disruptive and fastest growing businesses of the company.
Job Description
Essential Job Elements:
P&L: Manage P&L of the business operations, including the development and execution of the overall business strategy.
Operations: Drive operational improvements for contact center operations, including optimizing resource allocation within and across teams, improving operational effectiveness, quality, generating growth outcomes from staff, meeting growth targets and performance against SLAs, and measuring progress against business goals.
Team management: Manage high performance teams Improve organizational efficiencies and 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.
Strategy: Lead cross-functional strategic planning activities to plan budgets, expansion plans and operational plans (service design, operations costs, hiring, etc.)
Client Satisfaction: Ensure client satisfaction. Become ‘Voice of the Customer’ Establish strong relationships with clients.
Business Growth: Lead & collaborate efforts with the solutions team for market opportunities. Support business growth by collaborating with Sales & marketing across geographies.
Risk & Compliance: Ensure compliance with all client regulatory requirements
Profile & Experience
– 10+ years of operations experience within a BPO/ Captive with deep industry expertise of business delivery.
– Successful track record in growing and inspiring large teams approx. 200 HC, with proven ability to select, attract, motivate, retain, and develop leaders and team members.
– Successful track record of improving performance against quality, efficiency, and effectiveness metrics, and meeting/exceeding contractual service level performance requirements.
– Experience of managing P&L, driving performance and growing businesses.
– Strong customer service orientation and client management skills
– Experience with a matrix driven global organization.
– Proven track record of building strong relationships with stakeholders
– Excellent communication, negotiation and conflict management skills
– Analytical acumen and the ability to streamline complex processes
Location:
IND Kolkata – 5th Floor, Shrachi Tower, 686 Anandapur
Language Requirements:
Time Type:
Full time
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