Delivery Leader Operations

The Role We are looking for a leader to head Service & Operations Delivery business for a premium global customer. The incumbent will bring extraordinary focus and expertise in designing, implementing and scaling a dynamic operation and organization focused on the customer-centricity, team growth and well being and operational rigor. We are looking for a dynamic people leader who understands the - bigger picture, and can balance strategic vision and thought leadership with execution excellence.

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, 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 solutions team for market opportunities. Support business growth by collaborating with Sales & marketing across geographies. • Compliance: Ensure compliance with all client regulatory requirements

Profile and Experience: • 10+ years of operations experience within a BPO/ Contact Centre with last few years managing and running the operation • Expertise in Operations, KPI Delivery & Client Management • Should be good in PowerPoint presentations, Excel – with a knack of working on data analysis, crunching and data oriented skillset. • Successful track record in growing and inspiring large teams, 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 multiple clients, multi-lingual operations • Experience of managing P&L, 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

Location : Gurgaon (On site