Associate Director, Service Delivery

ASSOCIATE DIRECTOR, SERVICE DELIVERY
Location: OfficeHaus Buidling, 32 Tan Thang Street, Tan Son Nhi Ward, Ho Chi Minh City
Reporting to: Vietnam Delivery Leader
About the job The Role
This is a key leadership role with P&L responsibility and will be accountable for all in-scope Customer Experience and Business Process Outsourcing (BPO) services and processes for Vietnam.
Our primary responsibility is business leadership; we are looking for experience in growing a business and dealing with client and account growth as well as hands-on operational management. The incumbent will be the face of the region for all client interactions. He/ She must own customers; bring growth; take care of compliance; deliver profitable growth, manage and build brand; build teams.
He/She should have strong operations delivery and quality skills; financial and business acumen; very strong relationship building and ability to work in a matrix organization.
We are looking for a dynamic people leader who understands the - bigger picture-, and can balance strategic vision, the enabling of our brand, and thought leadership with execution excellence and is confident in driving a progressive culture aligned with Concentrix's core values and operating philosophies.
Essential Job Elements
P&L: Manage P&L / costing / budgeting of the business operations, including the development and execution of the overall business strategy.
Client Engagement: Ensure client satisfaction. Become 'Voice of the Customer' Establish strong relationships with clients.
Operations: Deliver to our client commitments with consistency and innovation, while establishing the environment for strong accountability, transparency, and staff development. Ensure that every account, every site, every function is actively managed and progressively improves. Possess in depth knowledge of managing operations metric with very high focus on implementation - essential for process delivery as per SLAs/ SOWs
Team management: Manage business units assigned. Improve organizational efficiencies and build scalable business processes and infrastructure. Design and run scaled operations with a data-oriented approach. Provide vision and leadership for business.
Sales: Must be able to ensure a strong sales strategy is developed and measured. Expected to be executive sponsor on key new client deals as well as strategic base accounts, meeting with senior clients and helping to grow the business. Will be Instrumental in responding to RFP/ RFQ, deal negotiations & contract.
Strategy: Build the country stand client strategy aligned with the growth objectives. Lead strategic planning activities to plan budgets, expansion plans and operational plans for the region. Understand and stay current on key competitors' profiles and performance.
Business Growth: Lead & collaborate efforts with the solutions team for market opportunities. Support business growth by collaborating with Sales & marketing across geographies.
Best practices: Develop and deploy best practices across all accounts. Collaborate across domains to share and understand best practices and implement where applicable.
Transformation & Innovation: Lead innovation & value add efforts clients and Concentrix, implementing new technologies with dynamic & out of the box approach
Compliance: Ensure compliance with all client's regulatory requirements across all accounts.
Culture: Adopt Concentrix Vietnam culture and drive the same on ground
Profile and Experience
12 years of business experience including proven experience successfully leading a P&L
10 years in a BPO focused on CRM / Customer Experience services
The core skill sets in this role will be in growing a business and dealing with client and account growth, and managing country operations and delivery
Must have hands on operational leadership experience; strong preference for business turns around experience
Preferred experience in managing international clients
Preferred experience in managing teams with other ASEAN languages
Preferred experience in consulting, understands firsthand program management, sales and how businesses work
Proven ability to drive performance and grow businesses
Experience with a matrix driven organization
Strong internal client-facing skills with excellent communication, negotiation and conflict management skills
Analytical acumen and the ability to streamline complex processes
Fluency in English and the local language (Vietnamese)