Service Delivery Senior Director

4 weeks ago

Manila, National Capital Region, Philippines SupportNinja Full time
Overview

Start Date: ASAP

Work Setup: Remote - But will need to travel to Sanctum and Hideout when needed (Hybrid)

Job 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

What does a day in the life of a Service Delivery Senior Director look like?

  • 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.

Required qualifications

  • 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

Ninja Perks and Benefits

  • 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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