Delivery Manager - Telecom - BPO

We are looking for BPO Delivery Leader from Telecom domain

JD - Business Development

- Opportunity Identification for New Clients : Interact with potential clients for floor walks and explain the processes, achievements and showcase the capability, control/ automation mechanisms, people practices etc.

- Provide information to pre-sales and support on RFP. Review and provide feedback on solution proposed for RFPs. Participate in due-diligence meetings with the client along with pre-sales and transition and provide feedback on the feasibility of the proposed solution

- Customer relationship management/ Customer Satisfaction Participate in monthly contract review and quarterly business review discussions with the client. Identify senior stakeholders and build relations with them.

- Engage with the identified stakeholders on a monthly basis to discuss likely issues, slippages, actions plans etc. Discuss with client and other external stakeholders for resolving issues/ risks related to high value trades.

- Participate in governance calls with client, in case of any issues. Resolve issues related to performance/ quality of work delivered/ financial losses as escalated by subordinate.

- Track feedback from informal feedback sessions such as dipstick surveys through subordinates. In case of negative feedback from customer, review analysis done by subordinates and provide guidance on resolving same

- Performance review : Review daily/ weekly reports prepared by subordinate to track status of the projects (on trends observed, errors, performance of team members, feedback from internal/ external customers).

- Resolve issues escalated by Delivery Manager/ client. Monitor billing and revenue leakage on a monthly basis.

- Review and validate study conducted by subordinate to assess FTE requirements.

- Prepare business case for increase in FTEs and discuss with client to seek approval.

- Provide monthly updates on performance, issues faced, progress of initiatives undertaken etc, projections (on revenue/ margins) and quarterly forecasts to supervisor.

Operations Improvement:

- Propose new solutions for clients by researching on new methods being adopted by competitors/ new research and propose the same to supervisor and client

- Analyze existing methods and based on experience, research and learnings, make tweaks/ changes to models and scores based on requests from clients and proactively.

- Review and propose process improvements such as automated solutions that can bring in efficiency and provide guidelines to Project Manager for executing same after carry out a cost benefit analysis.

- Audit and Compliance : Review PSR/PMR prepared by subordinate. Present the PMR review to PEG/ other domain leaders on a quarterly basis and PSR review on a monthly basis. Review results from quarterly audits and monitor action plans proposed by subordinate to ensure timely closure. Provide necessary information to client auditors for audits. Monitor compliance to SAS-70 and other client compliance requirements by the team.

- Business planning and financial review : Provide feedback on projections on margin and revenue from the client to supervisor for the next financial year and receive the annual targets from supervisor.

- Provide forecasts on revenue from category A, B clients, margin etc to supervisor on a quarterly basis. Monitor actual vs. planned on a monthly and quarterly basis with the domain head and provide explanations as required.

- Revise the month to month/ quarter to quarter forecast based on the budget. Determine measures to reduce costs and improve margins by reviewing the staff costs/grade mix, span of control, transportation costs

- Knowledge Management : Review team population and see what knowledge is in "silos". Prepare plans to ensure there are back-ups for knowledge continuity to prevent impact to end customer.

- Prepare refresher training plans. Maintain skill set tracker on people's ability and what they are currently handling. Identify based on this, the potential back-ups and create cross training plan.

- Review cross-training plan prepared by subordinate to ensure that there are back-ups are created across levels. Monitor certifications accreditation carried out for team members. Develop succession plans for key talent and create back-ups.

- People Management : Monitor role change/churn for all team members and career movements after predetermined period. Identify potential top performers and determine new/ additional roles that can be taken up by them.

- Drive employee engagement initiatives to motivate team members. Conduct skip level meetings to understand concerns on a quarterly basis.

- Coordinate with clients and HR to reward/ recognize employees. Determine plans to develop/ move no-performers.

- Participate in recruitment for Delivery Manager/ Team Leader. Review and sign-off on goals for the team.

- Approve the normalization scores for the team. Coach direct reports and develop their subordinates through mentoring/ one-on-ones.

Essential Core Competencies:

- At least 12 years plus of Work Experience mostly in Telecom Sector

- Should have Excellent knowledge and should have handled Telecom processes for International Telecom Providers preferably Europe/Nordics region.

- Should have strong Analyzing ability for setting Targets.

- Should have experience in front ending International Clients.

- Should have managed large teams 300+

- Should have experience in managing team across multiple locations.

- Should be very hands on with strong operational ability.

- Should have experience in managing audits from a risk compliance and control standpoint.

- Should have hands on experience in Attrition management, conflict resolution and High decision making ability.

- Should be six Sigma certified BB/GB trained to lead process improvements.

- Should have the ability to define service standards and guidelines to avoid legal implications to the organization.

- Should have the ability to monitor expenditure strictly in operations budgeting for consumables and manpower.

If the above profile suits you, please forward your updated resume along with the below mentioned details:

Current location:
Ready to relocate to Mumbai:
Educational Qualification (Subject - % - University – Year):
Pls Specify if Graduation Part-time:
Experience in consulting:
Exp in telecom
Total exp:
Current Company:
Current Designation:
CCTC (Fixed + variable):
Last month Salary Drawn (Gross/ Net):
ECTC:
Notice Period:
Date of Birth:

Shelly Chaudhry
Wizecareers Consultants
www.wizecareers.com
http://in.linkedin.com/pub/shelly-chaudhry/12/457/a11
09703957543