Senior Director - BPO Operations

BPO Senior Director

Job Description
Roles & Responsibilities:
•    Responsible for the successful operation and leadership in area of responsibility
•    Designs and implements mid-to-long term operating strategies and tactics
•    Responsible for the achievement of operational and financial results
•    Plans, directs and coordinates operational activities with the help of established organizational design and team structure
•    Takes lead position in initiating customer relationships, determining project scope, developing the final proposal, and making executive presentations
•    Will be responsible for leading, decision making on operating procedure, workflow and the overall quality and success of department(s) assigned
•    Guides direct reports to execute functional / BU plans and initiatives
•    Uses negotiation and influence skills to manage key stakeholder relationships
•    Creates opportunities for growth and change through revisions to current industry practices
•    Researching emerging trends and recommending new company offerings to satisfy customers’ needs
•    Ideate, Designs and implements mid- to long-term commercial strategies and tactics, including automation and service digitization
Key Skills:
•    Telcom industry vertical expert
•    Extensive experience in managing various telecom functions such as customer service, upselling and cross selling, customer retention and debt management
•    Experience in CX, customer relationships, people management, project management and relevant industry information. 
•    Expert negotiation & presentation skills
•    Expert ability to communicate clearly and effectively both verbally and in writing.
•    Ability to provide leadership to multiple disciplines or departments within a function on a global basis. 
Qualifications & Experience:
•    Graduate or above degree
•    Requires 15+ years relevant experience. (Includes 10+ years business development and leadership experience.)

Experience Level

Senior Level