The role is accountable for all work delivered through a service delivery operation (global, regional, center, industry, or function.) Activities may include managing teams, implementing and improving standard processes and tools to drive operational efficiencies and meeting operational and financial commitments. The Service Delivery Operations Lead also supports the sales process as needed by participating in the solution design.
Key Responsibilities:
Manage Solution Delivery
· Accountable for ensuring execution of delivery work across one or more Service Delivery Operations
· Potentially managing a complex delivery of around 10,000 employees – at times in a multi city/geography environment
· Active member of the Service Delivery Operations leadership to drive optimization of delivery of standard solutions within area(s) of expertise
· Lead service delivery strategy and execution across all locations where the services are provided
· Manage the client – interface with key customers and set and manage expectations
· Manage the “factory/offering” to deliver agreed scope of services while achieving profitability improvements and productive gains
· Ensure the feasibility of the standard solutions and delivery of the solution by leveraging the suite of capabilities
· Drive adherence to Delivery Methods (ADM)and move to newest Generation BPO through Industrialization and Operational Excellence
· “Crisis Management” – hands on when team needs to manage a tough client situation and font-end recovery
Work with Delivery Account Management Leaders and Commercial Directors to proactively:
· Address performance issues across the Service Delivery Operations, create the operational approach and implement continuous improvement
· Manage supply and demand, service quality, and processes to meet delivery expectations
· Implement the levers to consistently achieve performance targets such as six sigma, operational excellence and Innovation
· Participate in account quality review process and engage appropriately in the Quality Assurance program where required
· Proactively improve client and customer relationships working with Client Account and Account Delivery Team leadership
· Support the achievement of contract controllable income (CCI) targets, as well as the achievement of cost-to-serve targets
· Support EAC adjustments if required
· Achieve year over year efficiencies in conjunction with the delivery service providers
Location: The Philippines
If you are interested, please email your resume to info@issg.net