BPO Delivery Executive

ITTConnect is seeking a BPO Delivery Director - HR Operations for a Direct Hire position with a client that is a a global business and technology transformation partner with over 340k employees in over 50 countries. This is a high visibility role in their BPO Solutions delivery organization.

Key accountabilities and responsibilities include:

• Service Delivery management
• P&L accountability
• Manage People and performance.
• Client satisfaction
• Client relationship management
• Account business planning and strategy
• Financial performance
• Transformation & Industrialized Innovation
• Supporting Growth
• Contract Compliance

Other duties will include:

• To act as an escalation point of contact for the client organization in troubleshooting and resolving all issues arising from delivery-related account activities.
• Understands what it takes to manage a business and uses the insights to better understand a client s needs and position the right offerings in conjunction with the BPO Practice to bring value to the client.
• Ensure implementation of best practices in the areas of People, Process, Technology, and Controls in conjunction with the Practice Teams (Process and Technology).
• Working closely with the BPO Practice to deliver all Transformation & Innovation projects as agreed.
• Working closely with the Practice & Practice Delivery team to arrive at new opportunities for better efficiency to the client using the client s ESOAR (Eliminate, Standardize, Optimize, Automate, Robotize) methodology underpinned by "5 Senses of Intelligent Automation".
• Working closely with the Practice and Practice delivery teams to implement relevant Technology platforms as well drive RPA Adoption across the processes.
• Manages negotiations/re-negotiations to protect business interests while at the same time maintaining customer satisfaction.
• Manage the talent pipeline within the team in conjunction with the Practice to ensure organization resilience on a short, medium, and long-term basis.
• Support Account Development

Qualifications

What you will bring:

• 15 20+ years of proven experience in HR Services and Outsourcing in a global complex/matrix environment.
• Should have led large client delivery/portfolio delivery in the HR Service space (100-500 FTEs).
• Strong Experience in HCM, Workday and Salesforce.
• Strong People/Performance management experience.
• Experience in delivering Transformation projects for clients including Automation using Industry Tools and Robotic Process Automation (RPA).
• Experience in working in Manufacturing Industry (Preferred).
• Focused on customer value and improvement of overall customer experience (C-SAT, internal quality processes).
• Leadership skills in a multicultural environment, cultural sensitivity, and ability to work internationally.
• Proven experience in a global complex BPO environment.
• Ability to influence senior business stakeholders at the client end.
• Strong relationship building, communication, and influencing skills.
• Ability to bring innovation to challenges and overcome problems and obstacles as they arise and act and produce desired outcomes with limited direction.
• Leading single large account/multiple accounts in a matrix reporting relationship.
• Prior experience in a Multinational Organization or BPO work culture.