Associate Director Delivery

Concentrix


Date: 3 weeks 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.

Required Qualifications & Experience

  • 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.

Key Skills & Competencies

  • 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.

Performance Indicators

  • 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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