Service Delivery Lead for F&A BPO project

Job description

Key Responsibilities:

• Leading execution of delivery work and implementing continuous improvement for the project.

• Ensuring achievement and regular reviews of process outcomes [(3X3) metrics ,Key Performance Indicators(KPIs),Service Level Agreements(SLA)]

• Addressing performance issues

• Supporting Client Team in achievement of contract controllable income (CCI) targets, as well as the achievement of cost-to-serve targets; deliver efficiencies through standard processes and synergies

• Managing recruiting, staffing, people engagement, pyramid, mix, utilization, cost-to-serve and capacity of service delivery staff to optimize balance between cost and delivery targets.

• Improving client and customer relationships working with Client Account and Account Management Team leadership

• Supporting sales opportunities for similar projects, through DC visits or Workshops.

Desired profile

Qualifications :

Core Competencies:

• Strong leadership and communication skills

• Excellent people management skills

• Innovative thinking to deliver and improve Client service while keeping cost focus

• Enthusiastic and motivational supervisor – can motivate and lead a team

• Client relationship management

• Ability to build and maintain relationships with key clients, team members and colleagues

• Ability to solve urgent matters, make priorities and work under pressure

• Strong process management and improvement skills

• Problem Solving & Escalation Management

• Quality and process improvement

• Cost Management

• Self-Motivated, positive attitude and approach

• Strong understanding of latest Microsoft Office applications i.e. Word, PowerPoint, Excel

• Written and spoken ability to communicate in English.

• Able to drive performance and improvement in partnership with Client-Facing and Delivery Centre colleagues

• Regular active attendance on client visits

• Ability to travel abroad.

Experienced required:

1) At Least 3 years as Service Delivery or Operations Lead role with mid-size team (~20 people).

2) Track record for managing teams of 20+ people.

3) OTC and CM experience are an advantage.