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Careers **VP, Service Delivery…
• *Post Date:** 03 Mar 2022
• *Requisition #:** R1159103
• *Location:** Work at Home, Michigan, United States
• *Job Type:** Contact Center
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The Vice President, Operations & Service Delivery is responsible for leading the operations and delivery of services for multiple verticals in Concentrixs North America region. This includes all aspects of operations including the delivery of live advisor programs, digital services, and innovation to our clients and our staff. A successful candidate will have proven experience with interacting at all levels of the organization, demonstrating a strong focus on results, with an attention to detail and an ownership mindset. The ability to think strategically, be proactive, and execute tactical initiatives is required. Experience leading a team to consistently deliver on our commitments and living our values and operating philosophy is a must.
The candidate should be adept at the development of process, continual improvement, and strategic development of operations and technology to deliver services and successful outcomes for our clients and staff. The role includes responsibility and accountability for operational delivery within existing accounts as well as successfully launching new clients to meet performance goals and revenue growth.
• *Responsibilities:**
• Manage revenue, profit, and operating expenses to realize growth targets and achieve a scalable organization, which includes understanding of financial policies, budgetary requirements, and forecasting.
• Experience attracting, developing, managing, and motivating teams to deliver on the business and client objectives.
• Partner with adjacent business units, functional leaders, and operations teams throughout the region and globally to identify and develop continuous improvement protocols and risk mitigation strategies that ensure business continuity.
• Partner closely with sales, account management and financial teams in new business capture efforts including defining solution alternatives and developing pricing models
• Establish and clearly communicate strategy to management team and provide feedback regarding operations.
• Drive performance, client satisfaction, and identify new growth opportunities through effective forecasting, goal setting, and proactive tactics to meet or exceed targets of key performance indicators for the client as well as internal service levels and compliance with security protocols and contractual delivery.
• *Skills and Qualifications:**
• Four-year College or University degree in a relevant field or the equivalent experience in related field.
• Demonstrable experience of successful leadership in the Customer Experience industry including leading operations at the site level, country level, and managing large-scale operations.
• Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
• Excellent leadership, organizational, time management, judgment, and decision-making skills.
• Six Sigma Green Belt Certification along with COPC knowledge (preferred).
• Strong work ethic and motivational skills.
• Excellent communication and negotiation skills.
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