Associate Director, Operations

Concentrix; Gurugram District; On-site; USD 13,632 - 20,448; Full time

Job summary

Join a forward-thinking company as a Delivery Leader, where your strategic foresight and execution excellence will drive operational success. In this pivotal role, you will manage operations for a key US Banking client, overseeing P&L responsibilities and leading a global team to achieve business growth and client satisfaction. Your expertise in banking operations and ability to inspire teams will be crucial in optimizing processes and implementing best practices. This innovative firm values leadership and collaboration, offering you the chance to make a significant impact in a fast-paced environment. If you're ready to take your career to the next level, this opportunity is for you.

Qualifications

• 14+ years of operations experience in BPO/Contact Centre.
• Proven ability to drive performance and grow businesses.

Responsibilities

• Manage P&L and drive operational improvements for a US Banking client.
• Lead a high-performance global team and ensure client satisfaction.

Skills

Leadership

Strategic Planning

Operational Excellence

Client Relationship Management

Analytical Skills

Team Management

Communication Skills

Negotiation Skills

Education

MBA/ PG Degree

Job description

Direct message the job poster from Concentrix

Leadership Acquisition I Executive Hiring at Concentrix | A global technology and services leader.

The Role:

We are seeking a visionary Delivery Leader, who is not only adept in strategic foresight but also in execution excellence. This role demands a leader who can steer our operations with a customer-centric approach while promoting team growth and operational excellence.

The incumbent will be responsible for managing the operations for a US Banking client. This is a key leadership role with P&L responsibility and will directly impact the growth trajectory of one of the most disruptive and fastest growing businesses of the company.

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

Operations: Drive operational improvements for business vertical including optimizing resource allocation across teams, measuring progress against business goals.

Team management: Manage a large, high performance, global team. Improve organizational efficiencies, 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: Build strategy aligned with the growth objectives. 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: Support business growth by collaborating with Sales & marketing across geographies.

Best practices: Develop and deploy best practices across offerings. Collaborate across domains to share and understand best practices and implement where applicable.

Innovation: Lead innovation & value add efforts between Client and Concentrix.

Compliance: Ensure compliance with all client regulatory requirements.

Profile & Experience

• 14+ years of operations experience within a BPO/ Contact Centre
• Domain Knowledge: Profound understanding of banking operations
• 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.
• Proven ability to drive performance and grow businesses.
• Experience with a matrix driven 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.
• Flexibility to work in US shifts.
• MBA/ PG Degree

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Customer Service, General Business, and Management
• Industries: Outsourcing and Offshoring Consulting