Director Delivery | 15+ years | Kolkata

Primary Skills

Key accountabilities and responsibilities include:
• 15- 20 Years of relevant industry/domain experience.
• Strong understanding of business process in an outsourcing context. Knowledge of majority of the following processes is mandatory namely Finance Accounting, HR services, Supply Chain and Customer operations
• Be the key face to the client from an end-to-end delivery perspective 
• Ability to work with the Offshore and nearshore teams in a collaborative manner to ensure the client objectives are met.
• Strong Delivery management – work towards creating a no surprise delivery environment
• Drive the Transformation mindset at the client end 
• Create and drive a clear Transformation agenda and roadmap for every client managed
• Explore market, learn from industry and client to bring in the best of the breed technology
• Think out of the box and think about the future path for delivery
• Work closely with client team to drive active growth within portfolio
• Represent delivery in client pursuits and display a very strong delivery leadership
• Develop more leaders who can succeed, win and bring sustainable growth
• Drive a merit-based performance culture where performance is immediately rewarded, and non-performance is immediately fixed
• Financial performance – Drive margin improvement through organic improvements (Technology like RPA and machine learning tools as prime focus to drive margins)
 

Secondary Skills

15 - 20 yrs. of proven experience in BPO / shared serviced / business process
• Should have led large client delivery/portfolio delivery 
• Should have personally led large transformation programs for client that includes process and technology refresh (RPA / Machine Learning tools like chat bots, NLP)
• Leadership skills in a multicultural environment managing Global/Regional Delivery
• Proven experience in a global complex BPO environment and multi service line deals
• Ability to influence at senior business levels within the organization which includes  functions outside the core delivery
• Strong relationship building, communication, and influencing skills
• Ability to bring innovation to challenges and to overcome problems and obstacles as they arise as well as act and produce desired outcomes with limited direction
• Strong commercial awareness and project management ability
• Experience in change management 

Desirable Skills and Experience –
Experience with solution design/transition management/ Six Sigma

MEASURES OF SUCCESS:

• Exceeding margin goals for the portfolio – through sustainable technology interventions and productivity improvements
• Delivery led Sales and sequential account growth
• Customer satisfaction and in the process make every client in the portfolio a referenceable client
• Keeping the key talent in organisation (Lower attrition rate on Key talent)
• Keeping overall attrition of teams lower – Anticipate turnover to proactively mitigate delivery issues