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Digital Marketing(operations/service Delivery Lead)

Keywords / Skills : Delivery Operations, Marketing Operations, Team Management, Process Improvement, Continuous Improvement, Stakeholder Management, Project Delivery, Corrective Action, International Clients, Quality Management

10 - 18 years
Posted: 2019-03-08


Customer Service/ Call Centre/ BPO
H/W Installation/ Maintenance Engg
Posted On
8th Mar 2019
Job Ref code
Job Description
Job Description:
    Job Description

    The Operations/Service Delivery Lead is responsible for leading and managing service delivery operations for one of the Marketing Ops deal in Accenture, Mumbai center. Detailed Job Description and skill requirements for this role are listed below.
    Operational and Financial Management:
    Design appropriate management reports/scorecards that articulate financial results and highlight inefficiencies
    Develop and improve standardized operational processes
    Drive and implement continuous improvement and optimization programs for operational processes
    Decrease cost-to-serve through execution of cost initiatives
    Develop and execute continuous process improvement techniques
    Assigns responsibilities to effectively take advantage of available skills and address development needs.
    Recognizes and rewards individual and team accomplishments.
    Supports team's and organization's decisions regardless of own position.
    Quickly identifies or isolates the root causes of issues or problems.
    Reprioritizes work or reallocates resources to respond to changing needs.
    Builds and Sustains Client Ownership and Commitment
    Puts together clear, logical argument that addresses key issues.
    Adapts standard methods and best practices to meet client needs/preferences.
    Uses own and others' time intelligently.
    Keeps commitments.
    Listens to and accurately captures others' expectations, ideas and concerns.
    Responds quickly and thoroughly to requests and inquiries.
    Is clear and concise when giving directions and responding to questions.
    Demonstrating expertise, professionalism, integrity and confidence.
    Establishes Personal Credibility with Clients and Others
    Teaches others how to approach a task and add value.
    Makes difficult ideas and concepts easy-to-understand (e.g. using diagrams, analogies, etc.).
    Synthes, distills and reconciles key findings from complex sets of information.
    Involves individuals with different perspectives/expertise to analyze issues or define approach.
    Identifies and applies best practices to issues.
    Focuses quickly on most critical aspects of an issue or problem.
    Follows up with clients/customers to make sure requirements have been met.
    Identifies and addresses priorities, potential obstacles, constraints and dependencies when developing/managing plan or schedule.
    Client and Stakeholder Management:
    Develop MOS for the process and set overall direction for the team
    Understand, meet and monitor stakeholder expectations, and take corrective action to address gaps
    Monitor the delivery of business results and client value creation
    Project, Delivery and Operations Planning:
    Ensure that delivery projects and operations programs have a clear strategy and approach
    Ensure that business operations and related work teams have clear strategies and approaches in place that link to the overall program blueprint
    Implement or support approach to quality management and schedule quality management reviews
    Manage a governance framework across the process
    Build and maintain good relationship with client governance
    Monitor the achievement of the team against the target, vision, and goals in aligning with business and operational objectives and report on progress
    Be accountable for the delivery of business results by the team
    Manage reporting and metrics of project/program progression
    Risk and Issue Management:
    Identify and highlight operational risks proactively
    Manage Business Operations delivery risks and mitigation
    Address concerns and escalations Internal and External (Client)
    Provide Leadership and Direction:
    Manage resources dedicated to the Business Operations environment
    Ensure leadership roles are identified and succession plans are in place for each key role
    Ensure appropriate communications plans are in place at the program level
    Managing regular people connects to ensure employee satisfaction and leading projects for the same.
    Special Initiatives/Other:
    May participate in/lead special projects as needed
    May support organization transformation and communication efforts as needed
    Job Skills and Experience requirements:
    Post Graduate MBA in Operations/Business Management preferred
    Experience of managing Digital Marketing Operations within IT/BPO set up preferred
    Experience handling international clients and multiple stakeholders both internal and external
    Excellent Communication and Interpersonal Skills required
    Should have managed international clientele
    Total experience: 15 years. Of this at least 5 years of BPO experience.
    Minimum of 8 years of managerial experience with a span of control of at least 400 people.
    Should have virtually worked with global teams.
    Shifts: Rotational
    Require Female candidate
    If anyone is interested then please contact me.

    Vineeta Rajput
    HR Recruiter
    Mob - 9811840424
    Email - [HIDDEN TEXT]
    Placewell Consultants, Gurgaon

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