BPO Associate Director

Job Description

Roles & Responsibilities:

• Responsible for the successful operation and leadership in area of responsibility
• Designs and implements mid-to-long term operating strategies and tactics
• Responsible for the achievement of operational and financial results
• Plans, directs and coordinates operational activities with the help of established organizational design and team structure
• Takes lead position in initiating customer relationships, determining project scope, developing the final proposal, and making executive presentations
• Will be responsible for leading, decision making on operating procedure, workflow and the overall quality and success of department(s) assigned
• Guides direct reports to execute functional / BU plans and initiatives
• Uses negotiation and influence skills to manage key stakeholder relationships
• Creates opportunities for growth and change through revisions to current industry practices
• Researching emerging trends and recommending new company offerings to satisfy customers’ needs
• Ideate, Designs and implements mid- to long-term commercial strategies and tactics, including automation and service digitization
  
  

• Telcom industry vertical expert
• Extensive experience in managing various telecom functions such as customer service, upselling and cross selling, customer retention and debt management
• Experience in CX, customer relationships, people management, project management and relevant industry information.
• Expert negotiation & presentation skills
• Expert ability to communicate clearly and effectively both verbally and in writing.
• Ability to provide leadership to multiple disciplines or departments within a function on a global basis.
  
  

• Graduate or above degree
• Requires 15+ years relevant experience. (Includes 10+ years business development and leadership experience.)