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    Delivery Leader Operations - Dubai, United Arab Emirates - Concentrix

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    Description

    About thejob

    TheRole:

    The Delivery Leader,Operations will be responsible to manage the overall operationsprogram

    scope for a Global Client. This is a keyleadership role with P&L responsibility and will directlyimpact the growth trajectory of one of the most disruptive andfastest growing businesses of the company.

    Essential JobElements:

    P&L: ManageP&L of the business operations, including the developmentand execution of the overall business strategy.

    Operations: Driveoperational improvements for business vertical including optimizingresource allocation across teams, measuring progress againstbusiness goals.

    Team management:Manage a large, high performance, global team.Improve organizational efficiencies, build scalable businessprocesses and infrastructure. Help align delivery capability topipeline demand. Design and run scaled operations with adata-oriented approach. Provide vision and leadership forbusiness.

    Strategy: Buildstrategy aligned with the growth objectives. Lead cross-functionalstrategic planning activities to plan budgets, expansion plans andoperational plans (service design, operations costs, hiring,etc.).

    ClientSatisfaction: Ensure client satisfaction. Become'Voice of the Customer' Establishstrong

    relationships withclients.

    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 practicesand implement where applicable.

    Innovation: Leadinnovation & value add efforts between Client andConcentrix.

    Domain Capability:Strengthen domain capabilities.

    Compliance: Ensurecompliance with all client regulatoryrequirements

    Profile &Experience:

    12+ years of operations experience within a BPOin customer service domain.

    Successful trackrecord in growing and inspiring large teams, with proven ability toselect, attract, motivate, retain, and develop leaders and teammembers.

    Successful track record of improvingperformance against quality, efficiency, and effectiveness metrics,and meeting/exceeding contractual service level performancerequirements.

    Proven ability to drive performanceand grow businesses.

    Experience with a matrixdriven organization. Proven track record of building strongrelationships with stakeholders.

    Strong internalclient-facing skills with excellent communication, negotiation andconflict management skills.

    Analytical acumen andthe ability to streamline complex processes.

    MBA/PG Degree would be an advantage.



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