Experience Inc. Jobs

Associate Director, Service Delivery

Customer Service and Support (https://jobs.concentrix.com/job-search/?category=Customer Service and Support)

Location

Pasig City, Philippines

Apply Now (https://apply.concentrix.com/global/en/apply?jobSeqNo=CONCGLOBALR1538355EXTERNALENGLOBAL&step=1&utm_source=none)

Job Title:

Associate Director, Service Delivery

Job Description

Associate Director, Service Delivery

Candidate Profile

• Must be a high potential Senior Ops Manager or an incumbent Operations Director or Associate Director/Director.

• Experience in managing healthcare operations is an advantage or is preferred.

• Proficient in business financials, service level management, revenue forecasting

• In-depth knowledge in project planning, delivery, and operations

• Strategic thinker with demonstrated ability to influence

• Proven ability to lead team in organizing and prioritizing projects in a fast-paced and deadline-oriented business environment.

• Proven experience in Account Management and Transformation.

• Proven experience of managing operations within a contact centre environment

• Experience managing P&L

• Demonstrated ability to lead strategy behind mentoring and coaching for team(s) and to act as leadership advisor to lower-level management

• Demonstrated ability to champion significant projects, programs, and business initiatives using creativity and ingenuity

• Demonstrated ability to lead and mentor team on developing lasting customer relationships

• Extensive understanding of the organization's business operations and industry.

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

• Provides leadership to managers, supervisors and/or professional staff.

• Is accountable for the performance and results of multiple related units.

• Recommends operational objectives and develops departmental plans, including business, production and/or organizational priorities.

• Controls resources and policy formation in area of responsibility

• Decisions are guided by resource availability and functional objectives.

• Develops and administers performance requirements; may have budget responsibilities.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Location:

PHL Quezon City - CyberWest Bldg 8th Flr

Language Requirements:

Time Type:

Full time

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