Associate director, service deliveryConcentrix

Job Title: Associate Director, Service Delivery Job Description Candidate Profile . Must be a high potential Senior Operations Manager or an incumbent Associate Director . Experience in supporting seasonal ramp programs such as Retail, eCommerce, Travel or Telco. . Must be experienced in handling large complex teams. . Proficient in business financials, service level management, revenue forecasting . In-depth knowledge in project planning, delivery and operations . Knowledge and exposure in Operational Excellence and Workforce Management a plus. This role will have primary focus will be on issue resolution, implementation, troubleshooting and ensuring client satisfaction. To be successful in this role, the candidate must have a combination of technical acumen, problem-solving skills, project management, leadership, and exceptional customer service. Job Description Summary The Associate Director, Service Delivery provides a focal point within the project delivery structure for client-specific issues by ensuring client satisfaction through the delivery of the solution based on contractual requirements. The Associate Director, Service Delivery responsible for the overall project plan, budget, structure, schedule and staffing requirements for the Delivery organization. He/She manages the efforts of Concentrix and client employees, as well as third party vendors, to ensure that the integrated solution provided meets contractual needs. Provides the overall leadership to the Service Delivery team and owns the cost management of the service and the delivery of the contract obligations documented in the SLAs They build client satisfaction through formulation, development, implementation, and delivery of application, technical, and business solutions, responding to client requirements as specified in the contract or Statement of Work (SOW). They work with the Project Office and delivery organization as a primary point of contact for client needs requirements and expectations regarding assigned Concentrix team operations. They manage contractual cost, schedule, and service or product deliverables as they relate to the delivery organization. They manage Concentrix resources and coordinate client resources to deliver services and solutions to support the client organization. They help identify growth opportunities and contract profitability. They own quality for service provided by the delivery organization and is responsible for tracking and reporting on service level performance. Career Framework Role Proven ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment. Demonstrated ability to mentor, coach and provide direction to a team from ground up to mid-level leaders. Excellent Communication and Interpersonal skills Ability to collaborate effectively with cross-functional teams. Demonstrated ability to take initiative and ownership with focus on continuous improvement. Strong analytical and problem-solving skills who can think outside of the box and be able to recommend creative ways to solve the issue. Deep knowledge of key support function processes, such as QA, Training, WFM, Reporting, etc. Actual experience of having worked in those areas would be a plus. Amenable to be assigned to any site or location when needed. Amenable to work in any shift (including holidays and weekends) depending on the demand. Develops and administers performance requirements may have budget responsibilities. Location: PHL Quezon City - Tera Tower 11th Floor Language Requirements: Time Type: Full time2023-11-01 If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the
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Quezon City, Metro Manila
Permanent
Full-time