Associate Director of Sales

Role: Associate Director - Sales Operations

Experience:15+ Years

Location: Hyderabad

Shift: Flexible to work in Global Shift

Role Summary:

At Marketstar, our strength is the efficiency with which we deliver leading-edge support to those we serve. We’re proud to set the standard for success in our industry. To help us continue our growth, we’re seeking an experienced Associate Director - Operations to join our highly skilled team.

The Associate Director, of Operations, acts in a Business Unit Leader capacity and will be responsible for operational, financial, and program performance. To accomplish this goal, they will lead the operations team, manage in a matrix environment with all functional department partners and collaborate with the Services Delivery Leadership team. The incumbent has overall responsibility for achieving balanced results for multiple departments within the span of control.

As an ideal candidate, you have proven senior management experience in a highly dynamic setting.

Your organizational, communication and leadership skills are second to none and you enjoy

developing solutions that push innovative boundaries. You’ll work closely with executives to strategize and develop long-term plans that usher in new levels of productivity and success at Marketstar.

Objectives of this Role

• Collaborate with executive-level management in the development of financial performance

goals and long-term operational plans

• Maximize efficiency and productivity through extensive process analysis and

interdepartmental collaboration

• Set strategic goals for operational efficiency and increased productivity

• Work with project managers in the development of financial and budgetary plans

• Analyze current operational processes and performance, recommending solutions for

improvement when necessary

Key Responsibilities

Performance

• Responsible for the development and execution of the financials, effectively managing the

operational levers that impact financial performance such as attendance, adherence, billing

yield, headcount, and attrition to optimize revenue.

• Develop, implement, and monitor day-to-day operational systems and processes that provide

visibility into goals, progress, and obstacles for our key initiatives

• Plan, monitor and analyze key metrics for the day-to-day performance of the operations to

ensure efficient and timely completion of tasks

• Devise strategies to ensure the growth of programs enterprise-wide, identifying and

implementing process improvements that will maximize output and minimize costs

• Effectively manage talent pool to ensure alignment with projected revenue and demand.

• Directs, motivates, and leads a team of managers dedicated to providing operational

excellence for MarketStar’s clients.

• Responsible for establishing and clearly communicating strategy to the management team,

providing feedback regarding operations, and driving development strategies for all team

members.

• Able to develop and implement innovative and visionary solutions to support service

delivery strategy.

Teamwork

• Collaborate with Recruiting & Human Resources for hiring & onboarding of all new employees,

ensuring a successful transition to the MarketStar team. Collaborate with Human Resources

regarding effective and relevant policies and procedures, succession planning, and talent

calibration for professional-level personnel. In addition, responsible for mentoring and

coaching/career pathing programs for all professional-level personnel.

• Collaborate with Workforce Management, and other resource units to ensure optimization of

resources, Service Level Agreement Reporting, and the Performance Management process.

• Partner with IT, & contract Delivery Project Executives to drive performance and client

satisfaction, enhance business delivery and examine new growth opportunities for program

health.

• Collaborate with leadership to develop both short and long-term business strategies.

• Partner with Client and Project Executives to drive real and competitive value for our clients.

• Build and maintain relationships with all department heads, external partners, and vendors to

make decisions regarding operational activity and strategic goals

• Work closely with human resources to lead the team with integrity and establish and maintain

a trusting, inclusive, and productive environment

• Uphold organization policies and standards, ensuring legislative regulations are followed.

Qualifications

• Bachelor's degree in a related field with 15+ years of related experience; Minimum 5+ year of

senior leadership experience, with global virtual operations leadership experience a plus

• Superior knowledge of multiple operational functions and principles, including finance,

customer service, production, and employee management

• Solid understanding of Call Centre financial triggers and budgetary requirements including

forecasting.

• Experience with budget and business plan development

• Superior negotiation skills in both internal and external settings

• Masterful organizational, communication, and leadership skills, demonstrated by previous

professional success

• Possesses excellent leadership, organizational, time management, judgment and decision making skills.

• Excellent interpersonal skills and the ability to interact, influence and collaborate virtually in

a matrix environment, with all MarketStar leadership and Client leadership.

• Ability to streamline and implement new structures and roles that create speed, efficiency,

and support rapidly shifting business demands

• Proven ability to plan and manage operational processes for maximum efficiency and

productivity

• Strong analytical and process improvement skills.

• Prior experience with outsourcing is preferred.

• Strong knowledge of basic business principles and concepts.

• Strong work ethic and good motivational skills.

• Strong working knowledge of industry policy and guidelines