Director/AVP/VP - Service Delivery Head - Operations/Process Management/Client Servicing

- An incisive professional with more than 15+ years of experience in Operations Management, Process Management, Client Servicing, Team Management and Business Consultancy Service for overseas client.

- Enthusiastic in approaching organization-wide challenges from many angles and utilizing financial expertise to deliver effective solutions.

- Collaborative management style with strong leadership instincts and ability to excel independently.

- Specialized ability to design tools for greater efficiency and profitability.

- Perceptive and practical trouble-shooter with unique ability to solve large-scale problems

- Excellent cross-functional management skills including working across multiple departments

KEY AREAS OF IMPACT:

- Change Management, Cost Control, Service Quality Improvement, Business Process Engineering Advanced Technology, Transition Management, Productivity Improvement, Accelerated Growth Cross-Cultural Communication, Inbound/Outbound Calls, Contract Management, Continuous Process Improvement, Conflict Resolution, Revenue Growth, P&L/Budget Optimization

Role Summary:

- Strategy Planning, Profitability, Operations Management, Business Process Improvement and SLA Management

- Manage and resolve issues at the third party premise and ensure business is delivering at optimum level

- Identify new opportunities and initiate project to deliver while meeting timeline

- Cost optimisation strategy by using Lean tools and other business improvement initiatives

- Ensure contractual compliance

- Monitor and drive quality through my DR and ensure dashboard for stake holders

- Continuous review of business and processes

- Deploying lean approach to processes and people to enhance revenue while simplifying complex processes

- Manage Change

Important:

Ex BT Captive or Other 3rd Party Center BT Servicing experience is a plus - across any kind of optimisation, control, technology, control or consulting projects.

Should have managed end customers in BT directly and handles large teams.

13-18 Years of solid service delivery / transition, project and team management

Ayush Vishnoi
Account Manager
Head Field Solutions Pvt Ltd
Contact No.: 09711365203