Responsibilities: Will be responsible for building and overseeing the delivery of customer management outsourcing services in North America. This individual will be in a highly visible position and will be looked upon to provide skilled leadership and overall accountability for operational performance and efficiency across all CMO contracts. The EVP will be responsible for developing close working relationships with existing and potential client organizations, as well as with key resources within our client. Also, the executive will need to scale his/her responsibilities and leadership capabilities as the Company continues its dynamic growth. The EVP also sits on the Executive Management Committee (EMC).
Duties:
• Responsible for development and implementation of CMD strategy and managing and improving the profitability of $100 million part of our clients’ business.
• Responsible for directing and managing the overall execution of large and complex, business critical programs for some of North America’s largest corporations.
• Responsible for defining and implementing the processes for managing the successful delivery for each managed services engagement.
• Oversees all aspects of CMO operations including Front and Back Office operations and supporting functions (eg training, workforce management, quality etc).
• Manages all operational expense, meeting financial and compliance standards.
• Responsible for developing short and long term strategic planning goals for CMD.
• Responsible for developing CMO propositions, working with other parts of the organization to support sales of CMO to existing and potential clients
Skills/Qualifications:
• The successful candidate will need a strong working knowledge of the BPO business model and, specifically, CRM (not just call center) outsourcing services. In addition, this executive should have experience leading operations that are spread over multiple service centers. The EVP possesses the business acumen, industry credibility, and the complex project management skills and focus on metrics necessary to lead the Company’s increasing number of managed business process services engagements.
• Comfortable leading and influencing key executives across inside our client and in client organizations.
• Superb negotiation skills will be essential to influence the many operations, planning and business activities involving both clients and our client.
• Ability to assume additional responsibilities, as the business grows.
• More specifically, the following business, academic and personal profile has been developed and will be utilized as our screen/evaluation guideline.
• A demonstrated track record of success and leadership in professional services with well-managed BPO and/or information technology services companies.
• Fifteen plus years in positions of increasing responsibility in leading customer management operations where resources are spread over multiple locations and/or countries, ideally managing a staff in excess of 500 people.
• Experience and understanding of the unique operational issues for managed services contracts including delivery strategy, SLA’s, ongoing client management and financial metrics.
Compensation:
An attractive base compensation, plus incentives
Location:
Ideal location would be Dallas, open to other locations
If this might be of interest to you or someone you may know, please contact Jeff Bruckner at: bruckner@issg.net