AVP - Delivery Head - KPO

The opportunity is with a global information technology, consulting and outsourcing company with 145,000 employees serving over 900 clients in 54 countries.

Position - KPO Delivery Head – AVP

Experience: 10 – 15 years

Professional Qualification: PG / MBA from Premium B Schools

Job Location: Chennai

Must Have below skills / experience:

- Should have min 10 years of experience.

- Should have managed large (1,000+ FTE) BPO delivery (non-voice) operations. Ideally this should be across multiple customers and services

- Experience in Sales and Marketing Content. In addition some legal experience would be a bonus.

- International experience managing delivery or operations ideally in China/ Phillipines

- Strong interpersonal and influence management skills

- Ability to think strategically and translate strategy into action plans

- Strong analytical skills with an ability to solve the problem with a win-win negotiation approach

- Good Communication skills

- Independent decision making.

- Build & Maintain customer relationship / Transition & stabilizing the process / Ensure service delivery excellence / Liaise with Support units / Meet client & management experience / Take complete ownership of process, people & account

Job Responsibility

- Build & Maintain customer relationship / Transition & stabilizing the process / Ensure service delivery excellence

- Responsible for CSAT and Revenue targets for multiple accounts.

- Handle the delivery of all the accounts under KPO.

- Project planning and execution – Prepare overall transition plan, track progress, manage transition related issues, milestone reviews, manage process ramp up and stabilization

- Good rapport building skills, extremely methodical and organized

- High Performance orientation and manage Team performance effectively.

- Change management skills

- Should have led a major change initiative independently.

- Develop strategy for identifying processes that can be off shored – existing and new clients

- Drive the pre-sales efforts for the BU working in tandem with the sales team

- Lead responses to RFI / RFPs and presentations to new prospects

- Solutioning for new clients and new processes of existing clients

- Should have managed large teams / Big span of control

- Responsible for co-ordination of various activities/people and logistics.

- Support in analysis, data and decision-making

Good to have

- Knowledge of quality management system / Driving risk & control initiatives / IT savvy, Should be able to drive process improvement & automation / Working knowledge of ERP / Project management / IT implementation / Transition, Consulting & Presentation skills / Problem solving skills / Exposure to audits

If the above suits please share your updated CV in DOC format

Current CTC (Fixed)
Expected CTC (Fixed)
Notice period:
Reason for a job change:

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Contact-
Pankti Parekh
022 42315527
Ikya Human Capital Solutions Pvt Ltd
pankti@ikyaglobal.com