Associate Director, Operations

The Role:

We are seeking a visionary Delivery Leader, who is not only adept in strategic foresight but also in execution excellence. This role demands a leader who can steer our operations with a customer-centric approach while promoting team growth and operational excellence.

The incumbent will be responsible for managing the operations for a US Banking client. This is a key leadership role with P&L responsibility and will directly impact the growth trajectory of one of the most disruptive and fastest growing businesses of the company.

Essential Job Elements:

P&L: Manage P&L of the business operations, including the development and execution of the overall business strategy.

Operations: Drive operational improvements for business vertical including optimizing resource allocation across teams, measuring progress against business goals.

Team management: Manage a large, high performance, global team. Improve organizational efficiencies, build scalable business processes and infrastructure. Help align delivery capability to pipeline demand. Design and run scaled operations with a data-oriented approach. Provide vision and leadership for business.

Strategy: Build strategy aligned with the growth objectives. Lead cross-functional strategic planning activities to plan budgets, expansion plans and operational plans (service design, operations costs, hiring, etc.).

Client Satisfaction: Ensure client satisfaction. Become Voice of the Customer Establish strong relationships with clients.

Business Growth: Support business growth by collaborating with Sales & marketing across geographies.

Best practices: Develop and deploy best practices across offerings. Collaborate across domains to share and understand best practices and implement where applicable.

Innovation: Lead innovation & value add efforts between Client and Concentrix.

Domain Capability: Strengthen domain capabilities.

Compliance: Ensure compliance with all client regulatory requirements

Profile & Experience

• 14+ years of operations experience within a BPO/ Contact Centre
• Domain Knowledge: Profound understanding of banking operations
• Successful track record in growing and inspiring large teams , with proven ability to select, attract, motivate, retain, and develop leaders and team members.
• Successful track record of improving performance against quality, efficiency, and effectiveness metrics, and meeting/exceeding contractual service level performance requirements.
• Proven ability to drive performance and grow businesses.
• Experience with a matrix driven organization. Proven track record of building strong relationships with stakeholders.
• Strong internal client-facing skills with excellent communication, negotiation and conflict management skills.
• Analytical acumen and the ability to streamline complex processes.
• Flexibility to work in US shifts.
• MBA/ PG Degree