Director/Senior Director/Delivery Leader - BPO/KPO Operations

Director/Sen. Director /Delivery Leader - BPO/KPO Operations

Key Responsibilities:

Should possess proven leadership and skills keen passion to build a great BPS Practice. Experience in handling large global teams (250+ associates) with multiple clients - people management, client management and driving transformation. Exceptional leadership, business and interpersonal proficiency. Be able to garner the fidelity, esteem and confidence of employees.

Educational Background

1. Graduate/ Post Graduate in Engineering

2. An MBA from top schools would be preferred

No of years of experience

1. Overall Experience 16+ years

2. Experience in working in captives or clients in the area of Online & Software Products a must

3. Should have been stable across different roles

Roles & Responsibilities:

1. Lead global delivery with 100,000+ customers

2. 250+ resources.

3. P&L responsibility of ~$10 MM /year

4. Responsible for managing client expectations on service delivery including KPI improvement plans, service transformation roadmap design and execution

5. KRAs will include: Customer NPS, People Scorecard, revenue & profitability

6. Differentiate Company performance in a multi-vendor ecosystem with ability to build connects across multiple layers in the client organization

7. Deliver customer value beyond the Business as Usual and in line with customer's support program success criteria

Experience Required :

1. Proven skills for designing and implementing right delivery frameworks to manage complex programs

2. Understanding of online technologies, cloud-based technology products

3. Experience in product support for independent software vendors a must

4. Preferably Engg + MBA from a Premier B-School

Shalini Rana
Enigma Human Capital