Sr. Director, Service Delivery
Location: Baton Rouge
Posted on: September 23, 2022
Job Title:Sr. Director, Service DeliveryJob DescriptionThe Sr.
Director, Service Delivery is a key strategic and operational
leadership role responsible for the development, continuous
improvement and delivery of customer experience and the strategic
development of operational requirements, process and technology, to
deliver key experience outcomes for Concentrix and our client(s).
The role has significant levels of responsibility and
accountability for operational delivery and to increase revenue and
performance within existing accounts.Duties and
- Strategically lead and develop a senior operational management
team to enhance performance by setting clear accountable
- Responsible for Profit and Loss, or Profit Center/Cost Center
- Create a culture and processes which achieve the business goals
and objectives with regards to their customer experience
- Maintain relationship with clients in order to facilitate open
communication, understand customer perspectives, and monitor client
- Drive continuous operating improvement and quality performance
of regional metrics such as quality, productivity, staffing,
attrition and cost, empower and engage the Customer Service
- Identify new tools and technologies to provide a better
- Accountable for ensuring full regulatory compliance and legal
requirements. Identification of any potential risk issues.
- Define, negotiate and agree the effective utilization of
resources in line with service specifications, working with, or
being responsible for resource planning to plan the required
resource in conjunction with business objectives and service level
- Work effectively with all peers and stakeholders, including
Commercial, Finance, Marketing, and Operations to negotiate and
influence customer improvements.Required Experience:
- Extensive experiencing of managing operational customer
- Strong strategic and customer focus with a clear understanding
of the wider issues impacting the relevant markets.
- Proven Management and/or relationship management experience at
a senior, strategic level role.
- Established track record of exceeding targets, KPIs SLAs, in a
quality led, legislative compliant environment.
- Strong financial management skills along with the levers to
improve financial performance
- Demonstrate ability to motivate and communicate with others at
- Influential relationships skills at all levels. Able to use
these relationships to deliver experience improvements.
- Excellent communication and negotiation skills
- Able to adapt and succeed in a changing environment
- Evidence of well-developed leadership skills
- Ability to travel to client locations. Client requires proof of
COVID 19 vaccination to enter their facilities, unless legally
entitled to an accommodation.#LI-RemoteLocation:USA, MI,
Work-at-HomeLanguage Requirements:Time Type:Full time
Keywords: Concentrix, Baton Rouge , Sr. Director, Service Delivery, Executive , Baton Rouge, Louisiana
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