BPO Delivery Director

1 month ago

Atlanta, United States ITTConnect Full time
Job DescriptionJob DescriptionITTConnect is seeking a BPO Delivery Director - HR Operations for a Direct Hire position with a client that is a a global business and technology transformation partner with over 340k employees in over 50 countries. This is a high visibility role in their BPO Solutions delivery organization.

Key accountabilities and responsibilities include:
  • Service Delivery management
  • P&L accountability
  • Manage People and performance.
  • Client satisfaction
  • Client relationship management
  • Account business planning and strategy
  • Financial performance
  • Transformation & Industrialized Innovation
  • Supporting Growth
  • Contract Compliance

Other duties will include:

  • To act as an escalation point of contact for the client organization in troubleshooting and resolving all issues arising from delivery-related account activities.
  • Understands what it takes to manage a business and uses the insights to better understand a client’s needs and position the right offerings in conjunction with the BPO Practice to bring value to the client.
  • Ensure implementation of best practices in the areas of People, Process, Technology, and Controls in conjunction with the Practice Teams (Process and Technology).
  • Working closely with the BPO Practice to deliver all Transformation & Innovation projects as agreed.
  • Working closely with the Practice & Practice Delivery team to arrive at new opportunities for better efficiency to the client using the client’s ESOAR (Eliminate, Standardize, Optimize, Automate, Robotize) methodology underpinned by "5 Senses of Intelligent Automation".
  • Working closely with the Practice and Practice delivery teams to implement relevant Technology platforms as well drive RPA Adoption across the processes.
  • Manages negotiations/re-negotiations to protect business interests while at the same time maintaining customer satisfaction.
  • Manage the talent pipeline within the team in conjunction with the Practice to ensure organization resilience on a short, medium, and long-term basis.
  • Support Account Development

Requirements

What you will bring:

  • 15 – 20+ years of proven experience in HR Services and Outsourcing in a global complex/matrix environment.
  • Should have led large client delivery/portfolio delivery in the HR Service space (100-500 FTEs).
  • Strong Experience in HCM, Workday and Salesforce.
  • Strong People/Performance management experience.
  • Experience in delivering Transformation projects for clients including Automation using Industry Tools and Robotic Process Automation (RPA).
  • Experience in working in Manufacturing Industry (Preferred).
  • Focused on customer value and improvement of overall customer experience (C-SAT, internal quality processes).
  • Leadership skills in a multicultural environment, cultural sensitivity, and ability to work internationally.
  • Proven experience in a global complex BPO environment.
  • Ability to influence senior business stakeholders at the client end.
  • Strong relationship building, communication, and influencing skills.
  • Ability to bring innovation to challenges and overcome problems and obstacles as they arise and act and produce desired outcomes with limited direction.
  • Leading single large account/multiple accounts in a matrix reporting relationship.
  • Prior experience in a Multinational Organization or BPO work culture.


Benefits
  • Flexible work
  • Healthcare including dental, vision, mental health, and well-being programs
  • Financial well-being programs such as 401(k) and Employee Share Ownership Plan
  • Paid time off and paid holidays
  • Paid parental leave
  • Family building benefits like adoption assistance, surrogacy, and cryopreservation
  • Social well-being benefits like subsidized back-up child/elder care and tutoring
  • Mentoring, coaching and learning programs
  • Employee Resource Groups
  • Disaster Relief


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