DGM - Delivery Project Executive - Digital Environment - BPO

ROLE : Delivery Project Executive

DESIGNATION : Deputy Group Manager, Band 8

NO. OF POSITIONS : 1

LOCATION : Bangalore

YEARS OF EXPERIENCE : 11+ years - experience in contact center / outsourcing space (including 3-5 years in Digital Environment)

QUALIFICATIONS : Graduate

REPORTING TO : Delivery Leader

KEY RESPONSIBILITIES:

- The Primary focal point for service delivery in support of clients- operational environment

- Leads service delivery team according to defined scope of services, statements of works, documents of understanding (DOU), and intercompany agreements (ICA)

- Demonstrates strong / effective knowledge and experience in providing operational support for the contract

- Provides leadership to service delivery team for delivery financial/cost management by ensuring resource commitments are met, continuous productivity initiatives are implemented, and creative cost reduction solutions are identified and implemented

- Support in developing new clients- requirements and able to articulate business solutions for these requirements to the clients

- Ensures continuous and effective services are provided based on the contract terms and conditions. Identifies areas where continuous improvement can be applied and takes the initiative to develop and recommend modifications to processes and procedures

- Implements client satisfaction programs to ensure services are on a continuous improvement plan to reduce cycle time, defect elimination, and improved time to delivery

- Works closely with the account team to obtain an understanding of competitive challenges and uses this information to decide when changes to the service delivery of the contract are required

- Ensures service delivery client satisfaction objectives, contract costs, and service level agreements are met

STRATEGIC INPUTS / SKILLS REQUIRED

- Have experience in handling International client preferably in Digital environment.

- Understands accounts strategic direction as it relates to industry and clients account

- Understands Digital landscape globally as well as of India

- Possesses strong / effective knowledge and experience in Digital and BPO environment to provide operational support for the contract

- Understands website production, Web site analysis, Social Media analysis and content -management.

- Participates and provides input to solution development / account strategic planning, as appropriate

- Capable of managing the assigned segment of the project, effectively meets commitments, has a good understanding of potential issues and able to take corrective action, and make appropriate trade off decisions to meet cost objectives

- Manages and leads teams / individuals, provides guidance and effectively communicates contract objectives, sets direction, scope and commitments

- May participate in clients negotiations, understands changes, and subsequent impact to the delivery of the contract, and able to communicate these changes effectively to the service delivery team

- Understands and manages potential service delivery conflicts between the departments and the clients

- Analytical & Problem Solving

- Strong leadership on all delivery matters

For more details call at 09818200590