Sr. Manager, Operations

The Role: The Delivery Leader, Operations will be responsible to manage the service delivery for a premium Global Telecom Client and maintain its continuous alignment with strategic business objectives; set program plan and make recommendations to modify it when necessary, set priorities, ensure optimization, and resolve conflicts to enhance effectiveness in reaching business results or strategic goals. 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 11+ years of operations experience with experience of working in International Telecom - customer service domain in contact center. Successful track record in growing and inspiring large teams & improving performance against quality, efficiency, and effectiveness metrics, and meeting/exceeding contractual service level performance requirements. Experience of managing P&L, driving performance and growing 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. Show more Show less