
Service Delivery Senior Director
3 weeks ago
Start Date: ASAP
Work Setup: Remote - But will need to travel to Sanctum and Hideout when needed (Hybrid)
OverviewJob Summary:
- An assertive character that can work independently, yet function in a team environment
- Excellent organization, planning, time management, and analytical skills. Strong team building, interpersonal, communication, and motivational skills
- Strong commercial understanding and previous accountability for growth and profitability targets
- Ability to direct and manage in a fast-paced, rapidly changing environment while managing multiple priorities
- Ability to direct in a diverse workforce
- Coordinates and liaises with the executive team to make decisions for operational activities and set strategic goals
- Provides strategic plans to ensure the smooth progress of the daily operations
- Directs Functional Directors and Program Managers on planning and execution and provides constructive feedback for continuous personal development
- Evaluates periodically the efficiency of business procedures according to organizational objectives and applies improvements; Implements, manages, and evaluates operational processes and procedures, in accordance with the standards and procedures set out by the organization
- Develops strategies and implementation plans to improve and standardize all aspects of operations
- Directs overall support processes and directs its organization to enhance customer and client satisfaction
- Keeps up to date with industry trends and identifies areas of opportunity to drive improvements, as well as maintains all operational guidelines, reference documents, and training materials
- Works with leadership to set team and individual KPIs and provide regular, actionable feedback
- Revise and/or formulate policies and promote their implementation
- Reviews financial information and adjusts operational budgets to promote profitability
- Directs Service Delivery Directors, Service Delivery Associate Directors, Senior Service Delivery Managers and Service Delivery Managers on planning and execution and provides constructive feedback for continuous personal development.
- Works with leadership to set team and individual KPIs and provide regular, actionable feedback for onsite operations.
- Oversees onsite customer support processes and directs its organization to enhance customer satisfaction.
- Bachelor's degree in Business or a related field preferred. Equivalent combination of education and experience will be considered.
- More than 10 years of experience as a Site Director or Sr Director of Operations in a BPO or shared services center
- Proven experience in managing both internal (in-house) and external (remote - work from home) operations
- Competitive compensation
- Adherence to government-mandated benefits
- Retirement Savings Program with Company Matching
- Life Insurance
- HMO on day 1
- Paid time off, birthday leave
- Bonus and incentive plans
- Opportunities for skills training and personal and professional development
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