Job Description

We are looking for a leader to head Service & Operations Delivery. 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 & 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:

- 12+ years of operations experience within a BPO / Contact Centre with recent experience of managing and running the Operations, KPI Delivery & Client Management.

- Having a knack of working on data analysis, crunching and data oriented skillset.

- Successful track record in managing & growing large 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 clients, multi-lingual operations; having strong internal client-facing skills with excellent communication, negotiation and conflict management skills

- Experience of managing P&L, driving performance and growing businesses

- Experience with a matrix driven global organization.

- Analytical acumen and the ability to streamline complex processes

- Flexibility to work in late shifts

- MBA/ PG Degree would be an advantage