Senior Director/Director - Operations - BPO

The Director / Snr Director role is for a Network Enterprise Support Ops role. Need strong previous exp in Enterprise level support exp in the Switches, Routers and Networking domain. Will not be able to consider any profiles outside the said domain.

The role holder is responsible for managing an entire account (client) with multiple projects and which may include various product lines / services of the client. The key deliverable of the role are to manage all interactions with the client and ensure projects are delivered as per client expectations, ensure profitability and cost optimization at all levels. Mining the current account for more business/ revenue is also a key responsibility.

Authority Level: Will Manage Project Managers / Senior Project Managers / Program Managers.

Span of Control: 2 - 5 Project / Program managers handling a team size ranging between 200 - 300 people

Skill level:-

- 15+ years of experience in a technical support environment preferably in TAC background.

- Strong strategic vision and leadership skills.

- Strong communication, negotiation, conflict resolution capabilities.

- Strategic management of program components (projects and portfolios) to achieve the organizational objectives.

- Assessment and monitoring of program components business and financial performance from a program perspective.

- Monitors program components relationships and dependencies, as well as overall integration and risks mitigation and issues resolution

- Knowledge of Program Management methodology, tools and techniques.

Generic Skills:-

- Goal-oriented professional with experience in offshore consulting, customer relationship management and strategic planning.

- Well-developed presentation, negotiation and relationship building skills.

- Should interact with Top Management Executives Extensively.

- Should consistently achieve business goals in a short time frame.

- Enjoy challenging and diverse work assignments in a fast paced environment.

- Balance technical skills and management skills.

Scope of Work-

SLA Management

- Manage performance of the team.

- Deliver on SLA commitments based on the contract.

- Meet and exceed customer satisfaction goals.

- Daily / Weekly / Monthly / Quarterly Reporting of SLA performance.

- Proactive management of business / operations trends.

- Forecasting business volume, capacity planning.

- Formulate continuous improvement plan.

Team Management

- Responsible for staffing and resource planning of accounts.

- Monitoring performance of Program Managers and project team.

- Resolving any escalations of issues pertaining to resource and technical inputs.

- Ensuring team development and managing expectations of the team; managing attrition and employee retention - ensuring that customer satisfaction is achieved through team's work.

Client Management

- Managing the Accounts allocated - managing client expectations, setting SLAs, coordinating with clients to establish best practices, maintaining project health and business growth, handle escalations and emergency situations.

- Ensuring timely and accurate status/progress reporting to client and ensuring that delivery is as per client expectations.

- Increasing revenue through existing clients and helping in new client proposals.

- Participate in strategic and operational meetings with clients.