Job Title: Associate Director, Service Delivery Job 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 managementandPresentation 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 If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the
