Director Service Delivery

This position is open to all nationalities that meet our job requirements.

Key Responsibilities:

Strategic Planning and Execution:

• Develop and implement operational strategies aligned with the company’s goals and objectives.
• Identify opportunities for process improvement and implement best practices to enhance operational efficiency.

Service delivery management:

• Oversee day-to-day service delivery and operations to ensure smooth and efficient service delivery.
• Monitor key performance indicators (KPIs) to ensure targets are met and take corrective actions when necessary.
• Manage resource allocation and optimize the use of technology and personnel.
• Oversee operations and service delivery in Asia and/or other assigned regions.

Team Leadership:

• Mentor, develop and lead the service delivery team to achieve high levels of performance with client engagement and customer satisfaction.
• Foster a positive and collaborative work environment aligning with company culture.

Client Relationship Management:

• Build and maintain strong relationships with clients to understand their needs and ensure satisfaction.
• Address client concerns and implement solutions to enhance service delivery.

Quality Assurance:

• Establish and maintain quality assurance processes to ensure high standards of service.
• Conduct regular audits and implement corrective actions as needed.

Financial Management:

• Develop and manage the service delivery and operations budget.
• Monitor financial performance and implement cost-control measures.

Compliance and Risk Management:

• Ensure compliance with industry regulations and company policies.
• Identify and mitigate operational risks.

Qualifications:

Education:

• Bachelor’s degree in Business Administration, Management, or a related field (MBA preferred).

Experience:

• A minimum of 10 years of experience in the Managed Outsourcing services industry, BPO and contact center, Content Moderation Trust and Safety is a big plus with at least 7 years in a senior management role.
• Proven track record of managing large-scale service delivery and operations and delivering results.
• Managed between 5,000 to 10,000 employees across multiple programs and different countries such as Singapore, Malaysia, Thailand, Indonesia Philippines, Vietnam, India, Europe, and North America.

Skills:

• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Strategic thinking and problem-solving skills.
• Proficiency in using operational and project management tools.
• Financial acumen and budget management experience.

Other:

• Ability to work in a fast-paced and dynamic environment.
• Strong commitment to quality and customer satisfaction.
• Willing to travel for work 80% of the time and open to relocate when business needs arise