Delivery Leader Operations

About the job

The Role:

The Delivery Leader, Operations will be responsible to manage the overall operations program

scope for a Global Client. This is a key leadership role with P&L responsibility and will directly impact the growth trajectory of one of the most disruptive and fastest growing businesses of the company.

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 business vertical including optimizing resource allocation across teams, measuring progress against business goals.

Team management: Manage a large, high performance, global team. 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.

Strategy: Build strategy aligned with the growth objectives. 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: Support business growth by collaborating with Sales & marketing across geographies.

Best practices: Develop and deploy best practices across offerings. Collaborate across domains to share and understand best practices and implement where applicable.

Innovation: Lead innovation & value add efforts between Client and Concentrix.

Domain Capability: Strengthen domain capabilities.

Compliance: Ensure compliance with all client regulatory requirements

Profile & Experience:

12+ years of operations experience within a BPO in customer service domain.

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.

Proven ability to drive performance and grow businesses.

Experience with a matrix driven 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.

MBA/ PG Degree would be an advantage.