Director Enterprise Product Services – Delivery

Job title: Director Enterprise Product Services – Delivery

Experience required: 5-7 years experience in an account or vendor management role in an Enterprise Product Support environment

Location : Chennai

Roles and responsibilities:

• Develop and implement strategic plans and activities to ensure all client objectives are met
• Provide strategic solutions to add value back into the client’s business
• Develop and manage the operating budgets. Lead process-improvement initiatives that deliver financial targets
• Ensure delivery managers are driving operations to consistently meet or exceed all internal and client-facing KPIs. Implement and conduct internal weekly, monthly, and quarterly business reviews to ensure world-class service to our clients
• Participate in client business reviews as scheduled. Assume accountability for the delivery of value-added account management services and provide an integrated view of operations across delivery locations and represent one organizational view to the client
• Oversee all aspects of the implementation of new clients as needed to ensure management, compliance, and reporting for all contact center operations including call volume forecasting and staffing, client service commitments, forecasted hours versus actual hours, etc.
• Manage administrative tasks such as contract renewals, invoicing, payment follow-ups, etc.
• Coordinate internal reviews and meetings as needed to deliver and exceed client expectations
• Develop and share operational best practices that establish positive employer-employee-client relationships and promote high levels of engagement
• Demonstrate an awareness of the range of services provided by Our Client and match them with the overall client strategy for program-level enhancement
• Facilitate client visits, audits, and tours while demonstrating knowledge and awareness of Our Client’s business and the ability to present this to suit client needs

Required skills:

• Minimum 5-7 years’ experience in an account or vendor management role in an Enterprise Product Support environment
• Experience in a Call Center Operations Environment or Project Management Team
• Experience in budget forecasting and management including P&L responsibility
• Experience with strategic initiative development and implementation, specifically with operating policies and procedures, and work process improvements
• Proven success with client-facing interactions as it relates to planning, business reviews, and business development
• Experience with strategic initiative development and implementation, including a progressively developing operating philosophy and approach
• Experience supporting multiple disciplines in a consultative fashion
• Strong analytical skills and ability to drive change and manage long-term projects
• Experience managing multiple client programs with varying service objectives, agent skill requirements, and technical solutions
• Excellent oral and written communication skills, as well as outstanding interpersonal skills
• This position will require travel

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