Job Description

Job Title: Sr. Service Delivery Manager Concentrix is a global business services firm that transforms the customer experience, and streamlines front and back office and industry-specific processes to provide the highest value from every customer interaction. A Top 10 Services Provider, it partners with its clients to deliver end-to-end customer engagement services, technology innovations, analytics, process optimization, and business improvements.

With a presence in more than 40 countries and a staff of more than 225,000 globally who speak 70+ languages. Concentrix provides highly valued services to clients in 10 primary industries, leveraging outstanding process capabilities, and sophisticated operational excellence with global scale, deep analytical capabilities, relevant and innovative technologies, and the best staff in the market. You can visit our website www.concentrix.com for more information.

Location: Thane, India

The Role
We are looking for a leader to head Service & Operations Delivery business for a premium customer. The incumbent will bring extraordinary focus and expertise in designing, implementing and scaling a dynamic operation and organization focused on the customer-centricity, team growth and well- being and operational rigor. We are looking for a dynamic people leader who understands the – bigger picture, and can balance strategic vision and thought leadership with execution excellence.

Essential Job Elements:

• P&L: Manage P&L of the business operations, including the development and execution of the overall business strategy.

• Operations: Drive operational improvements for contact center operations, including optimizing resource allocation within and across teams, improving operational effectiveness, quality, and performance against SLAs, and measuring progress against business goals.

• Team management: Manage high performance teams Improve organizational efficiencies, and build scalable business processes and infrastructure. Help align delivery capability to pipeline demand. Design and run scaled operations with a data-oriented approach. Provide vision and leadership for business.

• Strategy: Lead cross-functional strategic planning activities to plan budgets, expansion plans and operational plans (service design, operations costs, hiring, etc.).

• Client Satisfaction: Ensure client satisfaction. Become ‘Voice of the Customer’ Establish strong relationships with clients.

• Business Growth: Lead & collaborate efforts with solutions team for market opportunities. Support business growth by collaborating with Sales & marketing across geographies.

• Compliance: Ensure compliance with all client regulatory requirements

Profile and Experience:

• 10+ years of operations experience within a BPO/ Contact Centre with last few years managing and running the operation
• Expertise in Operations, KPI Delivery & Client Management
• Should be good in PowerPoint presentations, Excel – with a knack of working on data analysis, crunching and data oriented skillset.
• Successful track record in growing and inspiring large teams, with proven ability to select, attract, motivate, retain, and develop leaders and team members
• Successful track record of improving performance against quality, efficiency, and effectiveness metrics, and meeting/exceeding contractual service level performance requirements.
• Experience of managing multiple clients, multi-lingual operations
• Experience of managing P&L, driving performance and growing businesses
• Experience with a matrix driven global organization.
• Proven track record of building strong relationships with stakeholders
• Strong internal client-facing skills with excellent communication, negotiation and conflict management skills
• Analytical acumen and the ability to streamline complex processes
• Excellent English communication and the ability to deal with global customers and stakeholders
• MBA/ PG Degree would be an advantage

Location: India Thane – G-Corp, Maharashtra Language Requirements: Time Type: Full time