Service Delivery Lead - Digital Marketing Operations - BPO

Operational and Financial Management:

- Design appropriate management reports/scorecards that articulate financial results and highlight inefficiencies

- Develop and improve standardized operational processes

- Drive and implement continuous improvement and optimization programs for operational processes

- Decrease cost-to-serve through execution of cost initiatives

- Develop and execute continuous process improvement techniques

- Assigns responsibilities to effectively take advantage of available skills and address development needs.

- Recognizes and rewards individual and team accomplishments.

- Supports team's and organization's decisions regardless of own position.

- Quickly identifies or isolates the root causes of issues or problems.

- Reprioritizes work or reallocates resources to respond to changing needs.

- Builds and Sustains Client Ownership and Commitment

- Puts together clear, logical argument that addresses key issues.

- Adapts standard methods and best practices to meet client needs/preferences.

- Uses own and others' time intelligently.

- Keeps commitments.

- Listens to and accurately captures others' expectations, ideas and concerns.

- Responds quickly and thoroughly to requests and inquiries.

- Is clear and concise when giving directions and responding to questions.

- Demonstrating expertise, professionalism, integrity and confidence.

- Establishes Personal Credibility with Clients and Others

- Teaches others how to approach a task and add value.

- Makes difficult ideas and concepts easy-to-understand (e.g. using diagrams, analogies, etc.).

- Synthesizes, distills and reconciles key findings from complex sets of information.

- Involves individuals with different perspectives/expertise to analyze issues or define approach.

- Identifies and applies best practices to issues.

- Focuses quickly on most critical aspects of an issue or problem.

- Follows up with clients/customers to make sure requirements have been met.

- Identifies and addresses priorities, potential obstacles, constraints and dependencies when developing/managing plan or schedule.

Client and Stakeholder Management:

- Develop MOS for the process and set overall direction for the team

- Understand, meet and monitor stakeholder expectations, and take corrective action to address gaps

- Monitor the delivery of business results and client value creation

Project, Delivery and Operations Planning:

- Ensure that delivery projects and operations programs have a clear strategy and approach

- Ensure that business operations and related work teams have clear strategies and approaches in place that link to the overall program blueprint

- Implement or support approach to quality management and schedule quality management reviews

- Manage a governance framework across the process

- Build and maintain good relationship with client governance

- Monitor the achievement of the team against the target, vision, and goals in aligning with business and operational objectives and report on progress

- Be accountable for the delivery of business results by the team

- Manage reporting and metrics of project/program progression

Risk and Issue Management:

- Identify and highlight operational risks proactively

- Manage Business Operations delivery risks and mitigation

- Address concerns and escalations - Internal and External (Client)

Provide Leadership and Direction:

- Manage resources dedicated to the Business Operations environment

- Ensure leadership roles are identified and succession plans are in place for each key role

- Ensure appropriate communications plans are in place at the program level

- Managing regular people connects to ensure employee satisfaction and leading projects for the same.

Special Initiatives/Other:

- May participate in/lead special projects as needed

- May support organization transformation and communication efforts as needed

Job Skills and Experience requirements:

- Post Graduate - MBA in Operations/Business Management preferred

- Experience of managing Digital Marketing Operations within IT/BPO set up preferred

- Experience handling international clients and multiple stakeholders both internal and external

- Excellent Communication and Interpersonal Skills required

- Should have managed international clientele

- Total experience: 15 years. Of this at least 5 years of BPO experience.

- Minimum of 8 years of managerial experience with a span of control of at least 400 people.

- Should have virtually worked with global teams.