• Job Description

  Req#: R1425761

  Job Title:

  Sr Service Delivery Leader

  Job Description

  Location: Visakhapatnam, India
  
  
  The Role
  This position will head the back-office business for a global customer. The leader should have extraordinary focus and expertise in designing, implementing, and scaling dynamic operations focused on customer-centricity, team growth & well-being, and operational rigor. We are looking for a people leader who 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 the solutions team for market opportunities. Support business growth by collaborating with Sales & marketing across geographies.
  
  • Compliance: Ensure compliance with all client regulatory requirements
  
  • Diversity & Inclusivity: Create an inclusive environment to foster diverse groups of employees. Increase diversity representation across levels to have a more balanced workforce.

  Profile and Experience:

  • 10+ years of operations experience within a BPO/ Contact Centre with last few years managing and running the operation as a delivery lead
  • Experience of working with back-office vertical
  • 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 operations in multiple locations
  • 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
  • Comfortable with US shifts
  • Open to frequent travel

  Location:

  IND Visakhapatnam - SRK Destiny, 6th & 7th Flr

  Language Requirements:

  Time Type:

  Full time

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• About the company

  Concentrix,is a technology-enabled global business services company specializing in customer engagement and improving business performance for some of the world’s best brands.

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