Service Delivery Senior Director

Work Setup: Onsite at The Hideout in Clark, Pampanga

Job Summary:

• An assertive character that can work independently, yet function in a team environment
• Excellent organization, planning, time management, and analytical skills. Strong team building, interpersonal, communication, and motivational skills
• Strong commercial understanding and previous accountability for growth and profitability targets
• Ability to direct and manage in a fast-paced, rapidly changing environment while managing multiple priorities
• Ability to direct in a diverse workforce

• Coordinates and liaises with the executive team to make decisions for operational activities and set strategic goals
• Provides strategic plans to ensure the smooth progress of the daily operations
• Directs Functional Directors and Program Managers on planning and execution and provides constructive feedback for continuous personal development
• Evaluates periodically the efficiency of business procedures according to organizational objectives and applies improvements; Implements, manages, and evaluates operational processes and procedures, in accordance with the standards and procedures set out by the organization
• Develops strategies and implementation plans to improve and standardize all aspects of operations
• Directs overall support processes and directs its organization to enhance customer and client satisfaction
• Keeps up to date with industry trends and identifies areas of opportunity to drive improvements, as well as maintains all operational guidelines, reference documents, and training materials
• Works with leadership to set team and individual KPIs and provide regular, actionable feedback
• Revise and/or formulate policies and promote their implementation
• Reviews financial information and adjusts operational budgets to promote profitability
• Directs Service Delivery Directors, Service Delivery Associate Directors, Senior Service Delivery Managers and Service Delivery Managers on planning and execution and provides constructive feedback for continuous personal development.
• Works with leadership to set team and individual KPIs and provide regular, actionable feedback for onsite operations.
• Oversees onsite customer support processes and directs its organization to enhance customer satisfaction.

• Bachelor's degree in Business or a related field preferred. Equivalent combination of education and experience will be considered.
• More than 10 years of experience as a Site Director or Sr Director of Operations in a BPO or shared services center
• Proven experience in managing both internal (in-house) and external (remote - work from home) operations

• Competitive compensation
• Adherence to government-mandated benefits
• Retirement Savings Program with Company Matching
• Life Insurance
• HMO on day 1
• Paid time off, birthday leave
• Bonus and incentive plans
• Opportunities for skills training and personal and professional development

Experience infinite fun so you can have infinite growth. Discover a better way to grow at SupportNinja! Are you ready?

If you are interested, you can access your instant interview here: https://alpharun.com/i/lej01rY1ZErYHV9pDnzZE

Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.

Visit our Facebook page to find out more: https://www.facebook.com/SupportNinjaPH