Associate Director Delivery
Concentrix
Date: 4 hours ago
City: Dubai
Contract type: Full time
- Service Delivery & Operations Management
- Oversee day-to-day delivery of services across multiple programs or locations.
- Ensure SLA/KPI adherence, process compliance, and performance consistency.
- Lead capacity planning, forecasting, and resource optimization for assigned accounts.
- Client Relationship Management
- Serve as the senior operational contact for client leadership.
- Drive strong governance through regular reviews, insights, and performance updates.
- Build long-term client trust and partnership to support operational stability and account longevity.
- Sales, Revenue & Base Growth (New Section Added)
- Identify and pursue upsell, cross-sell, and base growth opportunities within existing accounts.
- Collaborate with Sales, Solutions, and Finance teams to prepare proposals, SOWs, and pricing.
- Present operational enhancements and value-added solutions that can drive additional revenue.
- Influence contract extensions and renewals through strong performance and relationship-building.
- Track revenue performance and support achievement of quarterly/annual growth targets.
- People Leadership
- Manage and mentor Operations Managers, Supervisors, and support teams.
- Implement effective performance management, training, and engagement strategies.
- Drive culture-building initiatives and ensure alignment with organizational values.
- Quality, Compliance & Risk Management
- Ensure adherence to process controls, compliance standards, and audit requirements.
- Partner with Quality and Training to drive continuous improvement in service delivery.
- Monitor risk indicators and implement mitigation strategies proactively.
- Continuous Improvement & Transformation
- Champion Lean, Six Sigma, automation, and digital transformation initiatives.
- Identify process gaps and reduce inefficiencies through structured improvement plans.
- Lead pilots, transitions, and adoption of new technologies where applicable.
- Financial Management
- Support P&L management for assigned accounts through cost control and productivity improvements.
- Track operational budgets, headcount planning, and cost-saving initiatives.
- Drive margin improvement and financial sustainability of accounts.
- Bachelor’s degree required; MBA preferred.
- 10–15+ years in BPO operations with at least 5 years in a senior leadership role.
- Proven success in client management and cross-functional collaboration.
- Experience identifying and driving revenue growth or account mining initiatives.
- Strong understanding of operational metrics, automation, and quality frameworks.
- Excellent communication, executive presence, and influencing skills.
- Strong analytical and business acumen, especially relating to revenue and cost drivers.
- Ability to identify growth opportunities and convert them into business wins.
- Expertise in performance management, WFM, and continuous improvement tools.
- Strong stakeholder management and negotiation capabilities.
- SLA/KPI performance achievement
- Client satisfaction (CSAT/NPS)
- Revenue growth, base growth, and upsell success
- Operational efficiency metrics (AHT, utilization, shrinkage, etc.)
- Attrition and employee engagement scores
- Cost management and margin improvement
- Delivery of automation/CI initiatives
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