We have an opening for Head Service Delivery with one of the leading domestic BPO for Delhi/Noida location. The job description is following:

Summary

The Head of Service Delivery will actively manage all Operations Delivery, Customer Services Operations, and Quality & Process Training Vertical for the Company. The incumbent is responsible for providing strategic leadership for the company by working with the Executive Management Team to establish long-range goals, strategies, business plans and policies, along with providing leadership and management for the overall growth and value of the business. The incumbent will be fully accountable for business growth, revenue, end-to-end service delivery, and, as a primary KPI, will be fully responsible and accountable for P&L at a Company level. S/He needs to manage and develop people in dynamic, rapidly changing environments. This will be combined with very strong communication, leadership and decision making skills.

Following are the key responsibilities: -

OPERATIONS DELIVERY

Will be responsible for providing Customer Services management to all clientele as per the agreed SLA/Performance metrics. Will provide leadership to all Operational leadership team in meeting performance criteria, providing value addition to the clients and run an efficient and profitable service delivery for the client .

Leads the Operations with a basic objective of maximizing organization's growth and profitability. Will have astute focus on Service Delivery as per the Client Service Level agreements, and client Satisfaction index with the objective of retaining / expanding the current client accounts and ensuring achievement of profitability targets, as per the Annual Business plans/Bids.

REVENUE & OPERATIONAL MANAGEMENT

Will develop and implement an agreed Revenue plan (short and long term) for the business in partnership with CEO & Executive team. Continually monitor, review, re-forecast and takes action to ensure the business delivers its objectives.

SOLUTIONING/TRANSITION OF EXISTING & NEW BUSINESS

Incumbent will lead the function of designing all prospective Bids & Solutions for prospective clients and work closely with BD Team in devising an efficient Pricing Structure for all bids. Once won, S/he and the team will work out the Project management charter in transitioning the business s/He will be responsible to ensure that all - wins- are implemented as per agreed Project plan and all process - go live- as per the Project and Transition Plan. S/He and the team will also work with CEO office's team on Plan vs. Actual (variance) on Forecast, Revenue, Costs, P&L on all the wins and implement action plan if the project is not delivering as per the Bid Model.

ACCOUNT GROWTH

- Will operate as the lead point of contact for any and all matters specific to the customers & Build and maintain strong, long-lasting customer relationships.

- Develop a trusted advisor relationship with key customer stakeholders and executive sponsors

- Ensure the timely and successful delivery of our solutions according to customer needs and objectives

- Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders

- Forecast and track key account metrics

- Identify and grow opportunities within territory and collaborate with BD teams to ensure account growth attainment

TRAINING & QUALITY INITIATIVES

The person will drive the Process, Product Training function with his/her Team. S/He will also lead the Quality Function for the Business and drive Csat and efficient and profitable operational delivery with the Quality Team.

Competencies & Skills

To perform the job successfully, an individual should demonstrate the following competencies:

1. Strong Business & Financial acumen

2. Strong Sales & Client Management skills

3. Strong Presentation and Customer handling skills

4. Sharp analytical and commercial acumen

5. High level of written and oral communication skills with inspirational leadership qualities

6. Should have managed large teams in a distributed environment

7. Strong Planning & Organizing skills

8. Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.

9. Have the presence, leadership skills and emotional intelligence to command the respect of the CEO, Management Team members, employees, and clients.

10. Forward thinking, capable of developing a clear strategic vision for the successful operation and development of the business.

11. Resilient and capable of working under pressure to specific deadlines and objectives while also ensuring a high work quality.

12. High energy, self-assured and confident. Prepared to challenge and be challenged in a constructive way. An independent thinker who is also capable of working in a small close knit team.

Education & Experience

- An ideal candidate should be Masters in Business Administration with at least 15 years- post qualification experience in managing large ITES set up.

- Should be ideally from or with experience of a fast growing & dynamic business set ups in the IT/ITES space.

- Strong domain experience of managing Inbound/Outbound & back office Operations. Should have managed multi-functional responsibilities in one or multiple assignments.

- Should have experience in partnering with an executive team and ability to manage multi clientele.

An ideal candidate should not just an Operations Professional but a strong Business manager with a well-developed commercial and technical understanding who readily thinks about the company not just from a financial perspective, also from a commercial perspective.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.