Assoc. Director - Projects

Job Summary

The Regional Lead, Service Operations will be responsible for driving growth, reaching business objectives, and driving highly effective delivery teams. With the incumbent’s broad strategic, the regional service-line delivery leads will redefine the client’s experience and develop strategies to deliver the key performance indicators and service line agreements. The incumbent will develop business strategies, leading Operation teams and manage client relationships.

The incumbent will manage the day-to-day client-specific service/operational deliverables, operational excellence and quality.

• Manage day-to-day Account Management activities, including strategic planning, development and implementation of appropriate business operations
• Responsible for overseeing Direct & Indirect report's performance management in accordance with the agreed upon SOW
• Conduct regular 1:1 session with direct reports, including skip level meetings and lead quarterly town hall meetings
• Establish and maintain professional executive business relations with clients, distributors and vendors and to ensure a high level of service and client satisfaction
• Oversee the implementation of effective business practices and ensure operational excellence at all levels to further enhance client satisfaction and advocacy
• Work directly with the Service Delivery teams and other key leaders in driving new revenues and increasing growth within existing accounts
• Develop strategic and tactical goals and objectives, review revenues and costs, and coordinate operations throughout accounts
• Support key initiatives/partnerships designed to advance business goals
• Work with senior management, client representatives, and other resources to administer effective strategies, solutions, and policies consistent with established Company-wide goals and initiatives
• Serve as the company’s primary point-of-contact for client relations and satisfaction, deliver on client expectations; ensure effective account management, employee performance and productivity
• Facilitate activities with related department heads and stakeholders, provide leadership to subordinate employees, and ensure client advocacy at all levels of operations
• Develop management protocols and accountabilities to ensure the timely and thorough execution of sales strategies and ensure coordination and integration with broader corporate goals and objectives

• The ideal candidate will have at least 15 or more management experience in a fast paced, rapidly changing operations environment.
• Bachelor’s degree in sales or closely related business field or an equivalent combination of professional, directly related experience and directly related education; MBA preferred
• Experience in managing Engineering services will be an added advantage
• Should be currently working as VP / Head / Director Operations in an MNC BPO in Voice / Customer Care process in an international process in an MNC BPO. PMP Certification is required
• Prior experience in leading international operations
• The ideal candidate will have a strong commitment to leadership, employee development, an understanding of Lean and Six Sigma, and a keen interest in and familiarity with technical systems, in addition to an exceptional level of dedication, motivation, and intelligence.
• Demonstrated ability managing and developing large high-performance teams of associates/managers is required. Demonstrated familiarity with general principles of workflow in an inbound chat/ email, and current technologies to help manage that workflow. Must possess exceptional analytical capabilities.
• The candidate should have a specialized skill set in running large scale production operations, preferably in a contact center environment. A deep knowledge in continuous improvement methods such as Kaizen, Lean, DMAIC, etc. is required.
• Strong oral and written communication skills, as well as a strong technical and analytical aptitude are required.