Sr. Director Service Delivery

Job Title:

Sr. Director Service Delivery

Job Description

The Sr. Director, Service Delivery (Remote) role is a key strategic and operational leadership role responsible for the development, continuous improvement and delivery of customer service and the strategic development of operational requirements, process and technology, to deliver key service outcomes. The role has significant levels of responsibility and accountability for operational delivery and to increase revenue and performance within existing accounts.

A NEW CAREER POWERED BY YOU

Are you looking for a “work from home” career change with a forward-thinking global organization that nurtures a true people-first, inclusive culture and a genuine sense of belonging? Would you like to join a company that earns “World’s Best Workplaces,” “Best Company Culture,” and “Best Companies for Career Growth” awards every year? Then a remote Sr. Director, Service Delivery position at Concentrix is just the right place for you!

As a remote Sr. Director, Service Delivery, you’ll join an organically diverse team from 70+ countries where ALL members contribute and support each other’s success and well-being, proudly united as “game-changers.” Together, we help the world’s best-known brands power a world that works through exceptional customer experiences and tech-powered innovation. And due to continued growth, we’re looking for more talented game-changers to join our purpose, people as passionate about providing outstanding customer service experiences as we are.

CAREER GROWTH AND PERSONAL DEVELOPMENT

This is a great “work from home” opportunity that will allow you to reimagine an all-new career journey and develop “friends for life” at the same time. We’ll give you all the training, technologies, and continuing support you’ll need to succeed. Plus, at Concentrix, there’s real career (and personal) growth potential. In fact, about 80% of our managers and leaders have been promoted from within! That’s why we offer a range of FREE Learning and Leadership Development programs designed to set you on your way to the kind of career you’ve always envisioned.

WHAT YOU WILL DO IN THIS ROLE 

As a Sr. Director, Service Delivery working from home, you will:

• Strategically lead and develop a senior operational management team to enhance performance by setting clear accountable performance measures.
• Responsible for Profit and Loss, or Profit Center/Cost Center Budgets.
• Create a culture and processes which achieve business goals and objectives with regard to their customer service.
• Maintain relationship with customers in order to facilitate open communication, understand customer perspectives, and monitor customer satisfaction.
• Drive continuous operating improvement and quality performance of regional metrics such as quality, productivity, staffing, attrition and cost, empower and engage the Customer Service Team.
• Identify new tools and technologies to better serve the customer.
• Accountable for ensuring full regulatory compliance and legal requirements. Identification of any potential risk issues.
• Define, negotiate and agree the effective utilization of resource in line with service specifications, working with, or being responsible for resource planning to plan the required resource in conjunction with business objectives and service level agreements.
• Work effectively with all peers and stakeholders, including Commercial, Finance, Marketing, and Operations to negotiate and influence customer improvements.

YOUR QUALIFICATIONS

Your skills, integrity, knowledge, and genuine compassion will deliver value and success with every customer interaction. Other qualifications for our Sr. Director, Service Delivery (Remote) role include:

• Extensive experience of managing operational customer service teams (automotive experience preferred).
• Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
• Proven Management and/or relationship management experience at a senior, strategic level role.
• Established track record of exceeding targets, KPI’s SLA’s, in a quality led, legislative compliant environment.
• Demonstrate ability to motivate and communicate with others at all levels
• Influential relationships skills at all. Able to use these relationships to deliver service improvements.
• Excellent communication and negotiation skills
• Able to adapt and succeed in a changing environment
• Evidence of well-developed leadership skills

WHAT’S IN IT FOR YOU
 

One of our company’s Culture Belie