Associate Director, Service Delivery

Concentrix; Gurugram District; On-site; INR 7,000,000 - 10,000,000; Full time

Job summary

A leading outsourcing service provider is seeking an Associate Director – Service Delivery to oversee operations, manage P&L, and ensure client satisfaction. The ideal candidate will have 15+ years of experience in the BPO/Outsourcing domain, proven leadership skills, and a strong analytical acumen to drive operational improvements and business growth. This full-time position offers the opportunity to lead a large team while aligning strategies with client objectives.

Qualifications

• 15+ years of experience in operations within a BPO/Outsourcing space in the customer service domain.
• Strong understanding of business trends, emerging technologies, and industry best practices.
• Ability to streamline complex processes and make data-driven decisions.
• Experience with P&L ownership and strategic planning.
• Excellent stakeholder engagement, negotiation, and communication skills.

Responsibilities

• Lead operational improvements across the business vertical.
• Develop strategies aligned with growth objectives.
• Manage the P&L for business operations.
• Collaborate with Sales & Marketing to support business expansion across geographies.
• Drive innovation initiatives and value-added efforts in partnership with the client.
• Manage P&L for business operations and execute strategic plans for profitability and growth.
• Oversee a large, high-performing team and build scalable processes.
• Maintain strong client relationships and ensure high levels of satisfaction.

Skills

Operations management

Leadership

Data-driven decision making

Stakeholder management

Performance management

Job description

Overview

We are seeking a seasoned and strategic leader to join our team as Associate Director – Service Delivery for a premium global customer. The incumbent will be responsible for overseeing the end-to-end operations of the program, acting as a key liaison between external clients, internal operations, and support teams. This role serves as the primary point of contact for both internal and external stakeholders, ensuring alignment with contractual obligations and service excellence. As a critical leadership position with full P&L ownership, this role will directly influence the growth trajectory of one of the company’s most dynamic and rapidly expanding business verticals.

Responsibilities

• Operational Excellence: Lead operational improvements across the business vertical, optimize resource allocation, and track progress against defined business goals.
• Domain Capability: Strengthen domain capabilities through continuous improvement and talent development.
• Strategic Planning: Develop strategies aligned with growth objectives. Lead cross-functional planning for budgets, expansion, service design, operational costs, and hiring.
• Business Growth: Collaborate with Sales & Marketing teams across geographies to support and drive business expansion.
• Innovation & Value Addition: Lead innovation initiatives and other value-added efforts in partnership with the client.
• P&L Ownership: Manage the P&L for business operations, including the development and execution of strategic plans to drive profitability and growth.
• Team Management: Oversee a large, high-performing team. Enhance organizational efficiency, build scalable processes and infrastructure, and align delivery capabilities with pipeline demand. Provide vision and leadership with a data-driven approach.
• Client Satisfaction: Act as the “Voice of the Customer” by building strong client relationships and ensuring high levels of satisfaction.
• Best Practices: Develop, share, and implement best practices across service offerings and domains.
• Compliance: Ensure full compliance with client-specific regulatory requirements and internal standards.

Qualifications

• Experience: 15+ years of experience in operations within a BPO/Outsourcing space in the customer service domain.
• Industry Knowledge: Strong understanding of business trends, emerging technologies, and industry best practices.
• Analytical Acumen: Ability to streamline complex processes and make data-driven decisions.
• Leadership: Proven success in leading large teams (HC of 2000 FTEs), attracting and developing talent, and fostering a high-performance culture.
• Performance Management: Demonstrated ability to improve performance across quality, efficiency, and effectiveness metrics, consistently meeting or exceeding SLAs.
• Business Growth: Track record of driving performance and scaling operations in a matrix-driven organization.
• Stakeholder Engagement: Strong internal and external stakeholder management skills, with excellent communication, negotiation, and conflict resolution abilities.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Customer Service

Industries

• Outsourcing and Offshoring Consulting