Service Delivery Leader - Retail/CPG/Consumer Goods

We have an opportunity with one of the leading BPS, Please find the details

Title: Leader - Retail Vertical

Location: Mumbai

Band 8

Role Summary

The position will be responsible for Managing the Retail Vertical across Global Delivery Centres wherever delivering client Projects. Will be totally accountable for customer management, delivery and overall program management on client project. Will be accountable for the annual/quarterly targets, value creation across account and P&L ownership for the division.

This role requires hands on operations experience of managing Retail operations in an offshoring environment, customer facing role and ability work across functions within the organization and customer organization.

Coordinate with client, on-site delivery teams and support functions and enable achieve the goals and ability to achieve objectives.

Job description

Hands on experience in leading Retail delivery projects

Strong conceptual, planning, and decision-making skills

Should have managed teams and should have reviewed them formally at regular intervals.

Should have been involved in design & execution of development plans.

Must have worked in an MNC environment with cross-functional divisions of the organization

Must have excellent written and oral communication skills.

Ideal candidate would have

Strong Leadership/ Team Building/ Decision Making skills with ability to interface with customers, execution teams and management

Strong people and project management skills, including the ability to lead multiple projects simultaneously.

High energy and self-motivated professional with the ability to make things happen, work under pressure and adhere to strict deadlines.

Must possess excellent communication skills and willingness to go an extra mile in terms of performance. Excellent interpersonal, influencing skills while dealing with all levels of management and cultural sensitivity.

Organizational Management and Development

Ensure alignment of operating systems and processes that will enable the division to achieve its overall business objectives

Participate in local and regional / sub-regional task force / committees as well as other projects as part of continuing leadership development

Work across functional business units to support organizational initiatives and business needs

Promote inter-departmental and inter-divisional communications and teamwork

Network internally across regions to discover and implement best practices

People Management

Utilize the Performance and Development Plan to communicate and assess performance objectives, competency lists and development plans for direct reports

Ensure effective performance management system is implemented and aligned with regional directions in order to recognize desired performance for business advantage

Establish high standards of performance and hold associates firmly accountable for meeting those standards

Identify capability strengths and gaps of the associates in order to determine the appropriate staffing that will meet current and future needs

Develop training plans to ensure that associates are able to grow and demonstrate mastery of required competencies in their jobs and deliver desired performance levels

Act as coach, guide and mentor too employees

Establish a strong team environment focused on exceeding internal and external client requirements

Conduct consistent periodic coaching "work with-s" to observe team members with clients and provide feedback

Develop training plans to ensure that client servicing team is fully proficient, moving toward to desired performance level

Typical Position Pre-requisites:

15+ years BPO/BPS delivery experience desired

Project management experience

Effective communications skills