Global Head of Service Delivery Agency - USA - Texas

About the Client

Our client is a multi-bn dollar business committed to moving forward toward success. They apply expertise, experience and innovation to empower enterprises on their journey. Across multiple geographies and business areas they harness the power of technology and people to maximise progress for their clients, driving outcomes at speed and scale.

Roles and Responsibilities

• 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.
• Lead and drive Operating Model changes at client organization that delivers expected measurable outcomes – Customer Experience, EPS and Efficiency.
• Responsible for managing the overall operations, delivery to agreed service levels, contractual deliverables, and drive excellent client satisfaction.
• Lead and drive revenue and margin growth for HCL.
• Lead and drive cadence with client teams across geographies.  Drive daily, weekly and monthly reviews to ensure alignment between client and HCL operations.
• 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.
• Drive improvement in Client SAT scores
• Lead Transformation Initiatives – Process and Technology to drive value for clients and HCL.
• Lead and drive all transitions in the program – Process and Technology.
• Maintain strong compliance posture and drive corrective actions as need
• Lead Learning and development initiatives, Coaching and counseling, staff motivation retention programs.
• Drive Quality initiatives including Kaizen, Lean, Six Sigma etc.
• Drive a people-centric approach with emphasis on employee engagement
• Create cross functional teams to encourage growth mindset.

Skills Required

• Deep domain expertise in Manufacturing Sector. Extensive experience in managing nearshore contact centre operations in US, Central America and Europe.
•  Must have handled global teams (1500+ FTEs)
• Working knowledge about Robotic Process Automation, Machine Learning and Artificial Intelligence is a must
• Managed service transitions
• Knowledge of Quality Principles and Six Sigma certification.

Equal Opportunities Statement

At Disruptive Executive Hiring Limited, we understand the importance of diversity and actively promote inclusion by ensuring we work across all minority groups to ensure equal opportunities for all of our candidates. Additionally, we carefully screen the diversity and inclusion policies of all potential clients to ensure our principles, ethics and values in relation to this important subject are closely aligned.