Associate Director, Service Delivery

Job Title:

Associate Director, Service Delivery

Job Description

The Associate Director, Service Delivery is responsible for operational, financial, and program performance at the site. To accomplish this goal, they will lead the operations team, manage in a matrix environment with all lines of business, and collaborate with the regional and global management. In addition, the Associate Director, Service Delivery is responsible for achieving balanced results in the following areas: Performance, Talent Development, Collaboration, and Culture.

• Responsible for the development and execution of the financial plan and its results.
• Effectively manage the operational levers that impact financial performance such as attendance, average hourly rate, billing yield, headcount, and attrition to optimize revenue.
• Effectively manage the labor pool to ensure alignment with projected revenue and demand.
• Partner with support functions (PS, Workforce Management, Quality, Training, etc.) to evaluate process improvement opportunities, training needs, talent calibration/management, onboarding, and succession planning.
• Create, implement and follow up on corporate strategic plans and objectives to comply with business’ needs.
• Partner with Client and Business Unit to drive real and competitive value to our clients’ Talent Development.
• Mentor and coach all professional-level personnel within aligned programs.
• Direct, motivate, and lead a team of managers and senior managers dedicated to providing operational excellence for our clients.
• Establish and clearly communicate strategy to the management team and provide feedback regarding operations.
• Oversee all functional areas to ensure optimization of resources, Service Level Agreement Reporting, and the Performance Management process.
• Partner with Client Services to drive performance and client satisfaction, enhance business, and examine new growth opportunities for program health.
• Collaborate with leadership to develop both short and long-term business strategies.
• Drive the Rewards/Recognition programs.
• Establish and drive departmental strategy to management team; provide feedback regarding tactical operations for department including budgeting, goal setting, and managing performance.
• Follow organization’s policies and applicable legal requirements.
• Determine and implement appropriate staffing and customer interaction guidelines for work team(s).

Location:

EGY Cairo Egypt-Smart Village Building B2110

Language Requirements:

Time Type:

Full time

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