Roles & Responsibilities

ª Lead Service Delivery for a $50M+ portfolio. Responsible and accountable for P&L, managing operations, client relationship, process transformation, technology transformation, people and talent development.

ª Lead and drive Operating Model changes at client organization that delivers expected measurable outcomes – Customer Experience, EPS and Efficiency.

ª Responsible for managing the overall operations, delivery to agreed service levels, contractual deliverables, and drive excellent client satisfaction.

ª Lead and drive revenue and margin growth for HCL.

ª Lead and drive cadence with client teams across geographies. Drive daily, weekly and monthly reviews to ensure alignment between client and HCL operations.

ª Lead the operational cadence with operations teams. Drive daily, weekly and monthly reviews to ensure adherence to service levels and metrics. Responsible for capacity planning, hiring and resource balancing.

ª Drive improvement in Client SAT scores

ª Lead Transformation Initiatives – Process and Technology to drive value for clients and HCL.

ª Lead and drive all transitions in the program – Process and Technology.

ª Maintain strong compliance posture and drive corrective actions as need

ª Lead Learning and development initiatives, Coaching and counseling, staff motivation retention programs.

ª Drive Quality initiatives including Kaizen, Lean, Six Sigma etc.

ª Drive a people-centric approach with emphasis on employee engagement

ª Create cross functional teams to encourage growth mindset.

Skills Needed

ª Deep domain expertise in Manufacturing Sector. Extensive experience in managing nearshore contact Centre operations in US, Central America and Europe.

ª Must have handled global teams (1500+ FTEs)

ª Working knowledge about Robotic Process Automation, Machine Learning and Artificial Intelligence is a must

ª Managed service transitions

ª Knowledge of Quality Principles and Six Sigma certification.

ª MBA

ª 20+ years of experience in Service Delivery & Contact Center

Job Type: Full-time

Salary: $250,000.00 - $280,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Employee discount
• Health insurance
• Relocation assistance

Schedule:

• 10 hour shift

Ability to commute/relocate:

• Houston, TX 77079: Reliably commute or willing to relocate with an employer-provided relocation package (Required)

Experience:

• Service Delivery & Contact Center: 10 years (Required)
• Manufacturing: 10 years (Required)

Work Location: Hybrid remote in Houston, TX 77079

Please Note :
clarksqn.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, clarksqn.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.