Head of Service Delivery

ResponsibilitiesSOW / Metric Determination: Signs off on the training /certification methodology at the engagement level.Operations: Resource Planning (People, Infrastructure, etc.): Coordinates resource deployment across all processes for the engagement (Team Size, Span, Shift Utilization, Skill sets, technology rollout).Portfolio Management: Responsible for making investment decisions and carrying out investment activities.Quality Planning (QC/QA): Signs off on the service quality plan, including the quality control, assurance, and improvement.SLA Compliance: Conducts periodic reviews with ops managers and drives corrective action.Financial Review: Conducts monthly financial review with direct reportees and BU head takes corrective actions.Revenue Enhancement: Validates and prepares business cases for identified opportunities within existing service lines for growth; discusses and plans for a foray into new services.Service Delivery: Responsible for serving as the strategic interface with assigned business units for the purpose of business/IT strategy planning, development, solution discovery, service management, risk management, and relationship management. Define effective service delivery process, enable team with appropriate tools and mechanisms for process compliance and cost Optimization.QualificationsEducational Requirements: Bachelor's Degree with at least 12 years of experience relevant to the job description.Minimum 3+ years' experience as a Senior ManagerRequired SkillsProfile Requirement - Must have managed the Voice operations for BPO Process.Rich experience in managing the large BPM client relationship and preferable domain knowledge of Health or Life Insurance.Exposure to managing global client engagement.Preferred SkillsBusiness Strategy: Work with the BU Head and various Engagement Manager(s) to define and execute the customer space strategy.Should have a deep understanding of the business domain to operate as a consultant.HIPPA certification will be an added advantage.

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