Director of Customer-Centric Operations

Position : Senior Service Delivery Leader, Operations

Location : Bangalore

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 technical program for an OEM supporting India 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.
• 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.
• Domain Capability : Strengthen domain capabilities.
• 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