Sr. service delivery manager

Job Title:

Job Description

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 Backoffice operations, including optimizing resource allocation within and across teams, improving operational effectiveness, quality, and performance against SLAs, and measuring progress against business goals.

Team management: Manage high performance teams Improve organizational efficiencies, and 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: 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: Lead & collaborate efforts with the solutions team for market opportunities. Support business growth by collaborating with Sales & marketing across geographies.

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.

• Experience of working with Healthcare domain with expertise in Claims/Complaints Appeals and Grievances.

be preferred.

• Expertise in Operations, KPI Delivery & Client Management

• Successful track record in growing and inspiring large teams approx. 250+ HC, 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.

• Understanding of contracts and key BPO dynamics governing them

• Strong customer service orientation and client management skills

• Experience with a matrix driven global organization.

• Proven track record of building strong relationships with stakeholders

• Excellent communication, negotiation and conflict management skills

• Analytical acumen and the ability to streamline complex processes

Location:

Language Requirements:

Time Type:

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