Job Description
The Role:
The Delivery Leader, Operations will be responsible to manage the service delivery for a premium Global Telecom Client and maintain its continuous alignment with strategic business objectives; set program plan and make recommendations to modify it when necessary, set priorities, ensure optimization, and resolve conflicts to enhance effectiveness in reaching business results or strategic goals. 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.
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.
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.
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.
Domain Capability: Strengthen domain capabilities.
Compliance: Ensure compliance with all client regulatory requirements
Profile & Experience
• 11+ years of operations experience with experience of working in customer service domain in contact center.
• 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 P&L, driving performance and growing 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.
The Delivery Leader, Operations will be responsible to manage the service delivery for a premium Global Telecom Client and maintain its continuous alignment with strategic business objectives; set program plan and make recommendations to modify it when necessary, set priorities, ensure optimization, and resolve conflicts to enhance effectiveness in reaching business results or strategic goals. 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.
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.
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.
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.
Domain Capability: Strengthen domain capabilities.
Compliance: Ensure compliance with all client regulatory requirements
Profile & Experience
• 11+ years of operations experience with experience of working in customer service domain in contact center.
• 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 P&L, driving performance and growing 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.
💡 Quick Summary
Seeking a career-building opportunity? The Sr. Manager, Operations position is now open for candidates interested in the Hotel Jobs sector. This role in Thane offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Hotel Jobs is a plus.