Delivery Leader/AGM/Assistant Director - Operations/AR Follow-up

Qualification: Graduate / Postgraduate in Any Stream

Experience: 15 years + 2-5 years as Operation Delivery Leader/AGM/Assist. Director Operation.

Location: Chennai/ Hyderabad

Shift Timings: 3 pm to 12 am (WFO)

Delivery Leaders need to meet and exceed business objectives ensuring consistent achievement of all operational and financial KPIs. Required to manage multiple sites to deliver an outstanding 'Customer Experience'. Manage, inspire and motivate several Operation Managers and other direct and indirect supervisors to ensure operational excellence, high employee engagement and service improvement is achieved.

Key duties & Responsibilities:

- Lead implementation and maturity across Central Operations.

- Support lean operations implementation activities as needed.

- Span Control 150-250 HC

- Organize and lead ITO and BPO delivery teams across transition, implementation, and operations.

- Manages projects from the project inception to implementation.

- Coordinates and integrates operations and technology activities with US/Product Team.

- Ensures activities, project assignments and problem resolution are coordinated.

- Clearly assigns responsibility for tasks and sets clear objectives.

- Makes process improvements and changes to the project plan as necessary.

- Lead key solution architecture decisions and direction while conveying the rationale for making platform and technology choices in a way that enables more junior resources to develop awareness and instincts.

- Manage the development, testing and communication of operational policies and procedures for team.

- Collaborate with various internal constituencies to ensure successful delivery.

- Provide leadership, direction, development, and supervision to staff of customer service professionals.

- Drive employee engagement through center wide communications, team building and retention programs/activities.

- Create a culture that embraces employee growth & development in the delivery centers.

- Report on delivery center activities through productivity, operational and dashboard reports

- Understand and maintain internal client satisfaction scores and work to improve the delivery in the center.

- Collaborate effectively with HR, Resource Operations/Facilities, Finance, Procurement,

- Responsible for the implementation of process improvements and tool enhancements related to customer implementations.

- Work closely with business and external stakeholders to ensure effective two-way communications regarding collection of business requirements and communication of key product decisions, plans, and releases.