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Director - Service Delivery

15.00 to 25.00 Years   Hyderabad   23 May, 2023
WHITESLIPS GLOBAL SERVICES PRIVATE LIMITED
Job LocationHyderabad
EducationNot Mentioned
SalaryRs 40 - 50 Lakh/Yr
IndustryBPO / Call Center
Functional AreaCustomer Service (Domestic)Customer Service (International)
EmploymentTypeFull-time

Job Description

    This profile will lead multiple sites for account management and exceptional delivery for an account. (S)he will be responsible for strategizing, managing and growing the business for the sites assigned that includes but not limiting to the following.1. Achieve financial objectives for the account including revenue growth via new and existing client relationships.2. Drive strategies to achieve revenue growth by identifying opportunities with the client and converting these into additional revenue in partnership with Sales.3. Manage total P&L for the sites ensuring optimal use of resources by driving productivity across client engagements and bringing high levels of efficiencies to the operations.4. Solve operational issues with agility to prevent the same issues happening in the future.5. Follow-up on escalated issues to ensure that management is aligned with the proper resolution and future prevention6. Ensure SOWs and client KPIs are met and establish Sutherland as the partner of choice.7. Ensure high levels of employee engagement by championing the people practices for the sites.8. Work closely with the Organization Excellence organizations to deliver the highest levels of quality and KPIs to our clients and end customers.9. Enable innovation and drive improvement projects for the sites to make them number one in the network.QUALIFICATIONS1.Overall 18+ years of experience and Minimum of 5 years experience managing large operations with P&L responsibility with similar with size and complexity in Technical Services/ BPO and/or Business Process Transformation industries.2. Professional and polished with a strong executive presence3. Balances strategic thinking and excellence in execution.4. Must have demonstrated ability to communicate effectively vertically and horizontally both internally and in client organizations.5. Must have very good understanding of new emerging technologies and leading business trends.6. Must have strong problem-solving ability with the aptitude to identify strategic solutions to business problems with enterprise-wide implications.7. Must demonstrate flexibility to work among diverse corporate environments, industries and technical and non-technical audiences.8. Must be detail-oriented and able to develop, execute, lead, and maintain complex projects, programs, and assignments

Keyskills :
bpobpo customer serviceservice deliveryoperationsbpo operations

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