Associate Director - Projects

Job SummaryThe Regional Lead, Service Operations will be responsible for driving growth, reaching business objectives, and leading highly effective delivery teams. The incumbent will redefine the client’s experience and develop strategies to deliver key performance indicators and service line agreements. The role involves developing business strategies, leading operation teams, and managing client relationships.ResponsibilitiesManage day-to-day Account Management activities, including strategic planning and implementation of appropriate business operations.Oversee Direct & Indirect Reports performance management in accordance with the agreed upon SOW.Conduct regular 1:1 sessions with direct reports, including skip level meetings and lead quarterly town hall meetings.Establish and maintain professional executive business relations with clients, distributors, and vendors to ensure a high level of service and client satisfaction.Oversee the implementation of effective business practices and ensure operational excellence to enhance client satisfaction.Work directly with the Service Delivery teams and other key leaders to drive new revenues and increase growth within existing accounts.Develop strategic and tactical goals and objectives, review revenues and costs, and coordinate operations throughout accounts.Support key initiatives/partnerships designed to advance business goals.Work with senior management, client representatives, and other resources to administer effective strategies and policies consistent with established Company-wide goals.Serve as the company’s primary point-of-contact for client relations and satisfaction; ensure effective account management, employee performance, and productivity.Facilitate activities with related department heads and stakeholders, provide leadership to subordinate employees, and ensure client advocacy at all levels of operations.Develop management protocols and accountabilities to ensure the timely execution of sales strategies and coordination with broader corporate goals.Skill & QualificationAt least 15 years of management experience in a fast-paced operations environment.Bachelor’s degree in sales or a closely related business field; MBA preferred.Experience in managing Engineering services is an added advantage.Currently working as VP / Head / Director of Operations in an MNC BPO in Voice / Customer Care process.PMP Certification is required.Prior experience in leading international operations.Strong commitment to leadership, employee development, and familiarity with technical systems.Demonstrated ability to manage and develop large high-performance teams.Specialized skill set in running large scale production operations, preferably in a contact center environment.Knowledge of continuous improvement methods such as Kaizen, Lean, DMAIC, etc.Strong oral and written communication skills, technical and analytical aptitude.

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