Senior Manager, Delivery

Job Track Description:

• Requires broad technical expertise and industry knowledge.
• Accountable for functional operational and/or program management.
• Assists others in achieving goals.
• Manages performance appraisals and pay reviews.
• Manages training for 3 or more employees.
• Manages hiring and termination actions.

General Profile

• 10 years in leadership roles (BPO a must)

• Provides leadership to managers and senior professional staff.
• Adapts and executes functional or departmental business plans.
• May contribute to the development of strategies.
• Makes decisions based on resource availability and functional objectives.

Functional Knowledge

• Understands and applies concepts in the field of expertise.
• Has basic knowledge of other disciplines.

Business Expertise

• Understands how to improve efficiency across related teams.

Impact

• Impacts results in the short-term with potential long-term results.
• Guided by functional business plans.

Leadership

• Sets priorities and allocates resources for related teams.
• Proactively manages resources to meet department goals.

Problem Solving

• Resolves complex technical and operational problems.

Interpersonal Skills

• Uses clear communication skills to influence others including senior leadership.

Responsibility Statements

• Participates in the definition of the business strategy with the clients and the upper managers.
• Drives business unit performance to meet SLAs adhere to business unit metrics and accomplish account performance.
• Drives innovation and efficiencies of business opportunities.
• Applies process improvements and/or new systems.
• Manages employee teams through coaching and developing addressing people matters and identifying development needs.
• Manages the client relationship ensuring customer satisfaction.
• Generates reports on performance measurement and KPIs to facilitate business decisions.
• Responsible for business unit compliance with organizational policies and local regulations.
• Responsible for the successful implementation and execution of the business continuity plan (BCP).
• Performs other duties as assigned.
• Complies with all policies and standards.