Associate Director - Enterprise IT Technical Support - BPO/ITES

Associate Director Enterprise IT Technical Support

The Role :

- We are looking for a dynamic people leader who understands the - bigger picture- and can balance strategic vision and thought leadership with execution excellence.

- The incumbent will bring extraordinary focus and expertise in and scaling a dynamic operation and organization focused on the customer-centricity, team growth and well-being and operational rigor.

- This is a key leadership role with P&L responsibility and will directly impact the growth trajectory of one of the most disruptive and fastest growing Technology businesses of the company.

Essential Job Elements :

Strategy :

- Build strategy aligned with the growth objectives. Lead cross-LOB strategic planning activities on budgets, expansion plans and operational plans (service design, operations costs, hiring, etc.)

Operations :

- Drive operational improvements for business vertical including optimizing resource allocation across teams, measuring progress against business goals.

Client Satisfaction :

- Ensure client satisfaction. Become 'Voice of the Customer' Establish strong relationships with clients.

Resource management :

- Improve organizational efficiencies, 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.

Business Growth :

- Support business growth by collaborating with Sales & marketing across geographies.

P&L :

- Manage P&L of the business vertical, including the development and execution of the overall business strategy.

Best practices :

- Develop and deploy best practices across offerings. Collaborate across domains to share and understand best practices and implement where applicable.

Innovation :

- Lead innovation & value add efforts between Banks, Financial Services.

Domain Capability :

- Strengthen domain capabilities in Technology business (On Prem/O365/Windows).

Profile & Experience :

- 15+ years of operations experience in managing O365 & Windows delivery with a large company, including 5+ years running high performance teams.

- Successful track record in growing and inspiring large teams, 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 clients with a large HC.

- Proven ability to drive performance and grow businesses.

- Experience with a matrix driven organization. Proven track record of building strong relationships with stakeholders.

- Strong internal client-facing skills with excellent communication, negotiation and conflict management skills.

- Analytical acumen and the ability to streamline complex processes.

- MBA/PG Degree is preferred