Business Unit Head/Managing Director - BPO Operations

Managing Director- BPO Operations / Philippines Operations Delivery Centre Head

- In this role as The Service Delivery Operations/Tower Lead for Industry BPO, accountable for all work delivered through a service delivery operation (global, regional, center, industry, or function.) Activities may include managing teams, implementing and improving standard processes and tools to drive operational efficiencies and meeting operational and financial commitments.

- As the Service Delivery Operations Lead, also support the sales process as needed by participating in the solution design.

Key responsibilities will include:

Manage Solution Delivery

- Accountable for ensuring execution of delivery work across one or more Service Delivery Operations

- Potentially managing a complex delivery of around 10,000 employees - at times in a multi city/geography environment

- Active member of the Service Delivery Operations leadership to drive optimization of delivery of standard solutions within area(s) of expertise

- Lead service delivery strategy and execution across all locations where the services are provided (Client locations, GDN and non-GDN delivery centers)

- Manage the client – interface with key customers and set and manage expectations

- Manage the “factory/offering” to deliver agreed scope of services while achieving profitability improvements and productive gains

- Ensure the feasibility of the standard solutions and delivery of the solution by leveraging the organsiations suite of capabilities

- Drive adherence to SDS and move to 4th Generation BPO through Industrialization and Operational Excellence

- “Crisis Management” - hands on when team needs to manage a tough client situation and font-end recovery and BAU

Work with Delivery Account Management Leaders and Commercial Directors to proactively:

- Address performance issues across the Service Delivery Operations, create the operational approach and implement continuous improvement

- Manage supply and demand, service quality, and processes to meet delivery expectations

- Implement the levers to consistently achieve performance targets such as six sigma, operational excellence and Innovation

- Participate in account quality review process and engage appropriately in the Organisations Quality Assurance program where required

- Proactively improve client and customer relationships working with Client Account and Account Delivery Team leadership

- Support the achievement of contract controllable income (CCI) targets, as well as the achievement of cost-to-serve targets

- Achieve year over year efficiencies in conjunction with the delivery service providers

Manage and Develop the Service Delivery Operations team:

- Responsible for people management, development, growth and engagement of Service Delivery Operations staff

Manage to Contract Operational & Financial Commitments:

- Manage and reduce costs of standard offerings, assets, technologies, licenses, facilities, subcontractors where required

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

- Deliver efficiencies through standard processes and synergies

- Implement standard SLA commitments and other financial/operational metrics for area

- Resolve performance issues with Delivery leadership

- Formalize delivery plans for the Service Delivery Operations(s) with Service Group delivery leadership

- May develop Supplier/Vendor/Sub-contractor strategy for Service Delivery Operations

- Drive financial savings and improve client business case through Innovation positively impacting Client Shareholder Value Tree

Participate in solution design processes:

- May spearhead or support the design of new offerings or services for industry/functional/technical areas

- May review and validate specific solution configuration/deal shaping to ensure delivery capability will achieve client expectations. Work with applicable delivery leadership to sign-off on the solution.

- Key input into improvement / changes to method of providing service to clients – domain, process and value related

- Support sales opportunities and validate expected delivery capability

- May participate in the development of standard costing of new services/contracts and sign off on commitment to proposed SLAs

- As appropriate, partner with Mobilization leadership to improve and execute service transition