Service Delivery Leader - BPO

Kayzen Group
  • Bangalore, Chennai, Delhi, Hyderabad, Mumbai
  • Confidential
  • 9-14 years
  • 31 Mar 2015

  • Operations

  • BPO/ ITES/ Call Centers
Job Description

Service Delivery Leaders is responsible for supervising, organizing, motivating, retaining and leading service deliver teams to ensure timely and accurate performance of stated functions. The Individual would be responsible for transition of new or existing functions across different locations, as required. The Individual is looked upon to influence key business stakeholders and manage relationships across business/business partner groups company wide.

As a leader, Individual is expected to drive change and consistently enhance service quality and ensure compliance to all relevant regulatory, risk and compliance standards. The individual is also required to manage and oversee day to day operations as assigned, alongside providing Senior Leadership support for functions being carried out.

Ability to provide point of view to Business teams on client value proposition and operational excellence, knowledge and understanding of the industry/function level best practices and deployment are key expectations from the role.

ESSENTIAL FUNCTIONS - Key Roles & Responsibilities -

Percentage of Time
1. Maintain regular liaison with the onshore team and line managers. Develop, build and nurture strong business and strategic relationships with business partners and clients and identify new business opportunities wherever possible 25%

2. Ensure all business KPIs are achieved through regional oversight. 20%

3. Drive people initiatives across assigned business groups including all employee engagement initiatives, talent management programs etc 20%

4. Drive, develop and implement tools to manage and improve service quality thereby driving efficiencies for the assigned business groups 15%

5. Comply with all corporate policies and procedures. Nurture an environment that proactively manages risk by increasing awareness, ownership and compliance to regulations, policies, procedures and controls 10%

6. Provide coaching and identify development opportunities for Direct reports 10%


Business Expertise:

The individual should have good knowledge of business operations in Banking & Financial Services industry. Should have knowledge of local market / and its impact on business. Should be conversant with Financial Product / Instrument domain insight and be able to drive cross functional projects across teams. Should have core expertise in financial services operations preferably in Capital markets domain.

Should have exposure to strong people management practices and be able to implement and drive employee engagement initiatives across business / sites

Possess financial acumen to optimize cost of delivery. Should be able to define problems, collect data, establish facts, and draw valid conclusions. Ability to read, analyze and interpret general business and economic environment and be able to comprehend and articulate its impact on the Organization

Problem Solving:

Individual will be required to ensure smooth functionality of the business operations. Individual will have the responsibility to oversee the business operations for the assigned businesses / sites. The Individual should be able to think innovatively. Should be able to analyze different variables and have a high degree of problem solving skills.

The Individual should be able to logically analyze and derive meaningful information and be able to build consensus around decisions and strategies

Nature & Area of Impact:

This is a leadership role and hence should be able to work along with cross functional teams to provide strategic insights, goals etc thereby creating a competitive edge for the organization. It would require equal focus on successful implementation of business priorities and people strategy for the assigned businesses.
The job also involves interactions with business, business partners and other relevant stakeholders. The individual would be responsible for supporting key business strategies annual plan through active consultation and collaboration. The role would support across multiple business units. Create/support an inclusive environment to manage/develop diverse talent and capabilities

Interactions / Interpersonal Skills:

The position will need the individual to interact extensively within the organization locally and with business stakeholders globally. The individual will be expected to operate in matrixed environment aligned to business/business partner and regional goals.

The individual will be looked upon to influence key business stakeholders and manage relationships across business/business partner groups company wide.Would require a high degree of interaction, consultation and collaboration with Business and Business Partner groups.Should have the ability to work under pressure and manage multiple clients / functions and teams working across various time zones and should be able to effectively communicate across local and onshore stakeholders, teams and employees.

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About Organisation

Kayzen Group