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Summary

The Associate Director – Service Delivery is responsible for leading multi-site or multi-client operations within the organization and ensuring best-in-class service delivery. This role oversees service performance, client relationships, operational excellence, and achievement of contractual SLAs/ KPIs. The Associate Director acts as the strategic bridge between clients, internal leadership, and delivery teams, driving efficiency, quality, and continuous improvement. In addition to driving high operational performance, the role contributes to revenue growth, account mining, and expansion of existing business by identifying opportunities and partnering with sales and client stakeholders.

Description

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

6. 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.

7. 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