About the Position :
Delivery Head is accountable for the overall cross-domain delivery of services of our clients across Philippine region. As a Global Lead he is expected to manage and Lead 100+ workforce in Philippines
Delivery Head reports to the Operations Leader - Asia and will be responsible for Operations delivery in Philippine.
Occasional travel on the basis of business need.
Responsibilities : Inward facing -
Inward facing -
Leading, Growing & Mentoring an enthusiastic team of high energy Professionals and making then successful leaders
Business Planning Work with Leadership team and cross functional team in defining and implementation
Being a Change Agent for all Org wide Change Management initiatives
Maintain High level of Data Privacy relating to Internal and External Client data
Drive compliance with legal and internal financial processes.
Responsible for Internal Audits
Create an effective working environment focused on associate development, satisfying work experiences and accountability for results.
Overall accountability for delivery of services to the client across Global location
Drive Innovation, Efficiency and Productivity elements
Accountable for ensuring that, at a minimum, client-specific Service Levels (SLAs) and Key Performance Indicators (KPIs) are met.
Drive standardization, continuous process improvement, and integration across domains and market.
Develop and maintain a collaborative relationship with the Information Technology (IT) in order to communicate client priorities, provide education on the contractual, financial and governance models, and actively resolve resource constraints and prioritization issues.
Ultimate escalation point for service delivery issues in the markets.
Directly responsible for Revenue and Growth P&L Management across Philippines region
Align managers and associates within the team to client and market P&L plans
Accountable for the sizing process (receipt, assignment, costing, submission, sizing tracking and billing initiation) of all Change Requests (CRs).
Monitor and identify areas where requests for services are not included in baseline and collaborate with client to recover revenue.
Educate teams on contract and performance incentives and penalties.
Identify and pursue revenue opportunities and discuss in coordination with the BD / Sales for pursuit.
Developing deep rooted relationship with existing and new customers / vendors across Philippines
Owner and Responsible for CSAT (Customer Satisfaction) Survey
Providing them Overall Account Management as Business Consulting, as required
Striking a good balance between Client and Team needs
Align with Sales / BD and provide the required support for aggressive growth
Bachelor’s degree in related field or equivalent professional level work experience.
Certified Payroll Management and / or Certified Human Resources designations considered an asset.
15+ years of professional experience (At least 12+ years in BPO environment
Must have led cross cultural teams spread across the globe (Multi Country)
Delivered in a variety of challenges and multiple experiences in operations and / or IT management including P&L ownership.
Proven track record on executing on client deliverables at leadership level.
Demonstrated experience in leading and creating strategy for a client and organization
Led commercial operations at scale.
Strategic Thinker & Results driver
Excellent Client facing and People management skills
Should exhibit high customer sensitivity and service orientation
Presentation & Influencing skills
Good Financial Acumen and Eye for Detail
Lead Team Achievement
Innovation and Change Management
Adaptable Work across boundaries