Senior Service Delivery Manager

Concentrix; Hyderabad; On-site; INR 2,500,000 - 5,000,000; Full time

Job summary

Concentrix is seeking a visionary Delivery Leader, Operations / Sr. Service Delivery Manager to head a social media technical program for the US region.

Based in India, you will steer end-to-end operations with a customer-centric focus, driving growth and operational excellence. You will manage P&L, optimize resource allocation, and lead a large global team across 24/7 operations, setting strategic direction and ensuring client satisfaction through robust processes and data-driven decision

Qualifications

• 12+ years of operations experience in BPO/Contact Centre.
• 5+ years leading programs with headcount of 300-400 FTE across 24/7 operations.
• Proven track record in leading and motivating large teams and exceeding performance metrics.
• Experience in building relationships within a matrix-driven organization.
• Strong client-facing communication and negotiation skills.
• Analytical acumen to streamline complex processes.

Responsibilities

• P&L management and strategy development for the business operations.
• Drive operational improvements and optimize resource allocation across teams., measuring progress against business goals (NPS, CSAT, FCR, etc.).
• Lead a large, high-performance global team and design scalable processes.
• Build strategy aligned with growth objectives and plan budgets/expansion.
• Collaborate with Sales & Marketing across geographies to support growth.
• Develop and deploy best practices across offerings and share learnings.
• Lead innovation and value-add efforts between Client and Concentrix.
• Ensure compliance with client regulatory requirements.
• Establish strong relationships with clients as the Voice of the Customer.

Skills

Leadership

Program Management

Operations

Client management

Job description

Position: Delivery Leader, Operations / Sr. Service Delivery Manager

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. We are looking for a leader to head a social media technical program for US region. 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.

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 business vertical including optimizing resource allocation across teams, measuring progress against business goals included but not limited to NPS, Agent Satisfaction Rates, First Touch Resolution, Resolution Rate, Case Ageing, Reopen Rate, Contact Closure rates, Repeat contact/churn etc.
• 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.)
• 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.
• Client Satisfaction: Ensure client satisfaction. Become Voice of the Customer Establish strong relationships with clients.

PROFILE & EXPERIENCE

• 12+ years of operations experience within a BPO/ Contact Centre with last few years managing and running the operations.
• 5+ years of leading programs with minimum headcount of 300-400 FTE's across the 24/7 HOOP
• Proven track record in leading and motivating large teams, with the ability to attract and nurture talent
• Demonstrated success in exceeding performance metrics and contractual obligations
• Experience in building relationships within a matrix-driven organization
• Strong client-facing communication and negotiation skills
• Analytical acumen to streamline complex processes