Director, Service Delivery

4 weeks ago

San Fernando, Central Luzon, Philippines SupportNinja Full time
Overview

Work Set-Up: Onsite at The Hideout in Clark, Pampanga

The Director, Service Delivery is responsible for organizing and overseeing the daily operations. The role is responsible also for ensuring that the business is well-coordinated and productive by directing its procedures and improvements for higher efficiency and profitability. The goal for this position is to safeguard and augment the efficiency of the company's operations to facilitate accelerating development and long-term success.

What does a day in the life of a Director, Service Delivery look like?
  • Proven experience in direct client experience and delivery leadership, with focus on driving increased customer value and retention
  • Develop systems to consistently meet and exceed financial (gross margin, revenue retention) and client metrics
  • Liaises with the Executive team to make decisions for operational activities and set strategic goals for the onsite operations teams
  • Plans and monitors the day-to-day running of the business to ensure smooth progress in the onsite operations
  • Directs Senior Managers, Service Delivery and Managers, Service Delivery on planning and execution and provide constructive feedback for continuous personal development
  • Evaluates regularly the efficiency of business procedures in the onsite operations according to organizational objectives and apply improvements; Implements, manages, and evaluates operation 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 onsite operations
  • Oversees onsite customer support processes and directs its organization to enhance customer satisfaction
  • Keep up to date with industry trends and identifying areas of opportunity to drive improvements, as well as maintaining all content moderation guidelines, reference documents, and training materials
  • Works with leadership to set team and individual KPIs and provide regular, actionable feedback for onsite operations
  • Revise and/or formulate policies and promote the implementations for onsite work setup
  • Reviews financial information and adjusts operational budgets to promote profitability
  • Performs other duties as assigned
Qualifications
  • Director of Operations in a call center environment is required
  • More than 5 years experience as a Director of Operations in a contact center/outsourcing; 10+ years experience in the Operations
  • 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
  • Ability to direct and manage in a fast-paced, rapidly changing environment while managing multiple priorities
  • Ability to manage a diverse workforce
  • Experience in managing both internal (in-house) and external (remote - work from home) operations from a strategic perspective is preferred
  • Strong commercial understanding and previous accountability for profit targets

#J-18808-Ljbffr

  • Service Delivery Senior Director

    3 weeks ago

    San Fernando, Central Luzon, Philippines SupportNinja Full time

    Start Date: ASAPWork 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 environmentExcellent organization, planning, time management, and analytical skills. Strong team building, interpersonal, communication, and motivational...

  • VA Director for Pooling

    4 days ago

    San Fernando, Central Luzon, Philippines Private Advertiser Full time ₱900,000 - ₱1,200,000 per year

    The VA Director will be responsible for driving performance, compliance, and service excellence across distributed teams supporting U.S.-based mortgage clients. This role requires deep mortgage industry knowledge, operational rigor, and a passion for team development.Lead and manage VA teams supporting mortgage processing, underwriting, and client...

  • Growth Director – Commercial Development Director

    2 days ago

    San Fernando, Central Luzon, Philippines Freshlybaked Full time ₱1,500,000 - ₱2,500,000 per year

    Growth Director – Commercial Development Director Location: San Fernando / Angeles, Pampanga Province, Philippines Industry: Financial Services / Lending / MicrofinanceWe are looking for adynamic Growth Directorto drive commercial strategies, market expansion, and profitability. This senior leadership role will focus on business development, client...

  • Growth Director

    4 days ago

    San Fernando, Central Luzon, Philippines Private Advertiser Full time ₱1,500,000 - ₱2,500,000 per year

    About the RoleWe are seeking an experienced and dynamic Growth Director – Commercial Development Director to lead and ensure commercial results of our business units. The role involves overseeing growth strategies, driving market expansion, and ensuring profitability. You will play a critical part in shaping strategic actions, identifying new client...

  • Wellness & Resiliency Director

    4 weeks ago

    San Fernando, Central Luzon, Philippines TaskUs Full time

    .****About TaskUs:**** TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming,...

  • Executive Assistant to the Managing Director

    4 days ago

    San Fernando, Central Luzon, Philippines Pelozden RSS Full time ₱500,000 - ₱900,000 per year

    RSS is seeking for an experienced Executive Assistant to join our established team. In this role, the successful candidate will be required to work closely with clients and stakeholders.About usRSS are dedicated to establishing ourselves as a forefront leader in the resourcing sector globally and we are committed to consistently delivering exceptional value...

  • Delivery Driver

    4 days ago

    San Fernando, Central Luzon, Philippines KS Cross Asia Technologies Inc. Full time ₱192,000 - ₱204,000 per year

    Safely and efficiently transporting goods using a vehicle, such as a car, truck, or van.Loading, transporting, and delivering items to clients or businesses in a safe, timely manner.Handling packages and goods, loading them onto the vehicle, and unloading them at the delivery destinationReviewing orders before and after delivery to ensure that orders are...

  • Delivery Driver

    4 days ago

    San Fernando, Central Luzon, Philippines Hicaps Marketing Corp. Full time ₱204,000 per year

    Must have valid driver's License, Ability to lift heavy objects and perform physical tasks associated with loading and unloading items, Ability to handle unexpected issues, such as traffic delays or customer complaints, efficiently.Key Responsibilities:Safely load, transport, and deliver items to clients or businesses in a timely manner.Adhere to assigned...

  • Warehouse-Delivery Driver

    4 days ago

    San Fernando, Central Luzon, Philippines Readore Technology Phils. Corporation Full time ₱150,000 - ₱250,000 per year

    1 Load and unload box to delivery van2 Safely drive delivery van to delivery locations and unload goods3 Ability yo lift and move heavy items to proper location4 Review route sheets to establish daily delivery quotas5 Accurately and timely deliver materials and supplies to customers6 Maintain daily vehicles records and submit required paperworks7 Provide...

  • BPO Operations Director

    4 weeks ago

    San Fernando, Central Luzon, Philippines MCI Full time

    Overview Location: Angeles City, PH JOB TYPE: Full-Time Position Overview MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry. We...