Vice President - Service Delivery & Account Management - ITeS/BPO

Role - Vice President - Service Delivery & Account Management ( ITeS / BPO)

Location - Delhi NCR

Responsibilities/Authorities

Scope

- Accountable for overall direction of multiple, large, complex operations, functions or projects, which may contain significant scope, ambiguity, risk & geographical diversity.

- Accountable for high-level external/internal client satisfaction.

- Responsible for fulfillment of contractual obligations/overall completion of deliverables.

- Responsible for delivery to agreed service levels and defines key performance indicators/project milestones.

- Develops new approaches and processes, which contribute both to step-change improvements in current area, and to business growth/efficiency in wider organization.

- Responsible for communication of strategy/ initiatives/high level performance metrics.

- Accountable for day-to-day budget management and reporting processes. Has major input to budget setting/financial proposals and reviews, and may set budget.

- Maintains dialogue with client and/or Organisations senior management to ensure that contractual/financial targets are met.

- Responsible for the management of quality/ business process excellence in sphere of influence.

- Supports demand generation and solution development activities to create and convert pipeline of opportunities

People

- Provides leadership and direction to total management team within a significant part of the organization or across multiple /large project teams.

- Responsible for recruiting and ensuring the continuous development of the senior management team, including formal evaluation of direct reports.

- Accountable for the integrity of key human resource processes including career development, salary review, resource approach and performance management.

- Reviews and develops organizational structures to support business needs.

- Demonstrates comprehensive understanding and application of all relevant Organisations policies, procedures and operational frameworks.

- Possesses strong business and industry acumen, and uses this knowledge to initiate and/or develop client relationships and contribute to contract negotiations, in conjunction with Partner

Skills and Behavioral Attributes

- Strong verbal communication, interpersonal, influencing and persuasion skills

- Experience of having managed service delivery operations for a team of 300+ people

- Strong commitment to delivering value to clients

- Strong business acumen and understanding of financials

- Penchant for sales in BPO/Industry

- Strong Client management experience

- Experience in business development/ sales strategy/ proposal development would be a plus

- Experience with Outsourcing in regards to Solution Planning/Deal Shaping preferred

- Good adaptability to different and changing environments

- Exposure to Analytics/ Automation/ Technology/ Artificial Intelligence/ Robotics

- Great career track

- Good executive presence

Preferred qualification

- CA/ICWA or Post Graduate from Tier 1/ 2 Institutes with 15 + yrs of exp.

- Global experience