Senior Service Delivery Manager

Role : We are looking for a leader to head Service & Operations Delivery business for a premium Banking global customer. 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. We are looking for a dynamic people leader who understands the bigger picture, and can balance strategic vision and thought leadership with execution excellence. The Delivery Leader will be responsible to manage the overall operations program scope for an International BFSI Voice account 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.

Operation s : 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

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

12+ years of operations experience within a BPO / Contact Centre with last few years managing and running the operation as a delivery lead

Experience of working with banking vertical

KPI awareness on both Voice & Chat; Chat concurrency definitions and augmentation

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

Action plans to reduce ATT / Hold / ACW, whilst causing an uplift in overall CE / NPS

AI to old integrations

Genesys / Verint / Nice CRM awareness

Experience of managing P&L, driving performance and growing businesses

Experience with a matrix driven global organization

Proven track record of building strong relationships with stakeholders