Delivery Lead - BPO

Roles & Responsibilities :

- Owns delivery targets vis-a-vis service delivery, customer satisfaction, financial metrics, people development, etc. & shapes delivery strategies to ensure operational excellence.

Driving Excellence through Service Delivery in the Unit :

a) Reviews milestones & Service Level Agreement (SLA) dashboards for accounts, resolves slippage issues, if any, with operations managers.

b) Ensures filling up and review of PHI on a daily basis to proactively spot issues and resolve them to bring about a - Zero Surprise- rigor on the floor.

c) Integrates all support functions - Process Automation, Infrastructure, HR, Quality to bring about rigor on the floor and delivery excellence.

d) Ensures mitigation plans for ensuring slippage / service credit-free delivery are in place while creating focus on efficiency, productivity & quality

e) Addresses escalated service delivery issues, requiring senior management intervention as appropriate

f) Ensures utilization level in the unit is optimal

g) Reviews transition related metrics & takes necessary action where required

h) Provides leadership in Continuous Improvement, ISO adherence, Six Sigma and Lean initiatives

i) Ensures timely reporting of daily metrics

Ensures Financial Discipline :

a) Ensures complete control over WON's related to Headcount, Span of Control, Open Positions fulfillment

b) Stays focused on improving lead-time in reduction and conversion of non-billable to billable resources. Improve profitability by managing cost

c) Owns revenue targets for the unit & ensures achievement with less than 3% variance Q-o-Q.

d) Ensures EVA related targets (relating to % compliance to cost-budget, billable v/s non-billable ratio, % of unallocated staff, etc.) are achieved

Customer Relationship Management :

a) Interfaces with Relevant customer stakeholders based on governance charter

b) Ensures customer satisfaction levels for accounts in the unit are high, conducts periodic VoC surveys to measure the same

c) Interfaces with customers to address escalated concerns where appropriate

People Management & Development :

a) Ensures that associates with potential for leadership roles are identified at different levels of the BPO organization in the unit

b) Ensures Fluidity Plan design and implementation to enable consistent release of associates for new roles, training, relationships etc.

c) Facilitates the identification & development of effective leaders. Through effective mentoring / coaching ensures second level of leadership in the unit is developed

d) Sets reasonable, challenging and clear performance goals for direct reports, communicates expectations clearly, monitors performance & provides appropriate feedback

e) Monitors associate morale periodically through dip-stick / skip-level meetings, open houses, etc.

f) Ensures adequate team-building activities such off-sites, team lunches, etc. happen on a periodic basis

g) Encourages initiatives to foster work-life balance & make the work-environment lively

h) Ensures career aspirations of associates in the unit are tracked & clear career paths are communicated