Principal Director – Customer Service / CX

Summary role description:

Hiring for Principal Director – Customer Service  / CX for a global system Integration / IT services major.  

Client description:

Our client is a global Systems Integration, IT Services, Consulting and Digital Solutions company, that helps hundreds of customers secure competitive advantage through technology. Their comprehensive Digital Transformation platform, drives and accelerates the Mobile, Analytics & AI / ML, IoT / Industry 4.0, Cloud and Social journeys of their customers. A tenured Technology major, our client has grown at phenomenal speed over the past few years with their Platform Operations vertical. 

Role details:

• Title:  Principle Director
• Level: Director / Sr. Director
• Location: Pune / Mumbai / Bangalore
• Reporting Manager: Global Delivery Head – Platform Operations  

Role & responsibilities:

• Steer operational excellence through continuous process improvement ensuring delivery to agreed timeline, SLA / OLA, TAT and more utilising the right technology and tool.
• Provide strategic insight and guidance to the leadership team to support decision-making and drive business growth opportunities.
• Meet or exceed P&L target.
• Lead and deliver transformation projects, including automation initiatives, innovation using industry tools and Robotic Process Automation (RPA).
• Guide teams and build capacity for current and future delivery pipelines
• Guide internal stakeholders to showcase delivery excellence for continued client delight and business expansion
• Support business, sales and other stakeholders in continuously building operations platforms
• Showcase thought leadership in areas like RPA 
• Showcase industry presence by participating in conferences, forums and industry events
• Act as the appropriate leadership engagement and escalation point as appropriate. 
• Utilize strong problem-solving and technical skills to make confident decisions that result in effective solutions and customer satisfaction.
• Motivate and manage teams to work collaboratively and achieve business and individual goals.
• Contribute to operations quality in both strategy and execution levels.

Candidate requirements:

• Proven track record of successful operations management in an offshoring environment, preferably in the KPO/BPM industry, with experience managing a team of at least 1,000 associates.
• Extensive experience in leading Service Delivery functions for CX/Service Desk practices for international clients in the USA, UK, and Australia.
• Expertise in delivering transformation projects and leveraging automation in both voice and back-office operations.
• Outstanding customer relationship management skills with the ability to handle escalations effectively.
• Strong commercial and project management knowledge.
• P&L Management: Demonstrated experience managing Profit & Loss to support financial decision-making and ensure fiscal responsibility.

Interview Process:

• Interview with Global Delivery Head – Platform Operations  
• Interview with SVP – Platform Practice
• HR discussions