Operations Service Delivery Manager - BPO / Client Account

Operations Service Delivery Manager - BPO / Client Account

At ABTRAN we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees have been key factors in our company's growth. We are hiring the best people and helping them grow both professionally and personally, to ensure a bright future.

This is Senior operational leadership role with full P&L and client accountability for a large BPO operation (non‑IT).
Role is based onsite in our Iasi office

Let us tell you more about this great opportunity:

• As the Operations Director you will have the responsibility to own the business unit's relationship with the client, manage the Service Level Agreements and be accountable for the overall customer service function.
• Reporting into the Service Delivery Director you will have overall responsibility for your business unit and be accountable for managing and monitoring the performance of your team to ensure consistent excellence in customer experience delivery across multiple platforms and within varying departments.
• As part of your role you will need to monitor trends in the customer service industry to ensure that best practice is adhered to and implement changes in line with best practice to enhance the current service offering.

How you will spend your day:

• Overall responsibility for ensuring delivery of an excellent customer experience as measured through CSAT.
• Responsible for ensuring complaints are managed and handled effectively and reduced through process improvement initiatives.
• Responsibility for the delivery and growth of the business unit's margin.
• Responsible for managing the day to day client relationship and updating them on changes or enhancements to the business.
• Overall responsibility for maximizing revenue and profitability opportunities per employee, through effective management of KPI's - own and use the Balanced Scorecard.
• Increase the team's commercial awareness and understanding of SLA obligations.
• Review pricing and SLA on an ongoing basis and drive recommendations.
• Drive compliance with the Change Control process, to avoid margin shrinkage and scope creep.
• Identify and develop risk and reward structures that promote value-adding behaviors.
• Responsible for the documentation and delivery/commercialization of new ideas.
• Give Operation Managers feedback on a regular basis through auditing files monthly and observation of one to ones, team meetings, etc. Know your team.
• Create the right climate and culture for the team to prosper.
• Lead by example, actively promote and foster a culture where learning and customer service excellence are of the highest priority.

Delivery of Service Level Agreements

• Overall responsibility for ensuring delivery of contracted Service Levels and KPIs.
• Overall responsibility for the end-to-end CX experience delivered by the team.
• Providing the framework to ensure swift and effective responses to the client.
• Developing strong internal and external relationships.
• Ensuring service and capacity requirements are met.
• Ensuring that CSAT target are met and complaint volumes are reduced.

Business and relationship ownership

• Ownership of the business as if it was your own standalone business.
• Knowing your Business Unit contract, know your client, know your business unit's capabilities.
• Flagging any gaps in these and drive change to fix them. (Work with each other on clear goals.)
• Responsibility for regulatory requirements and changes that will affect aspects of the business.
• Building and managing a proactive, positive and effective relationship with the client.
• Planning with your client and supporting new business development
• Know your client's business.
• Know your clients customers both their reasons for satisfaction and dissatisfaction.

Essential Qualifications, Training, and Experience:

• An educational qualification to Irish National Framework of Qualifications Level 7 (equivalent to European Qualifications Frameworks Level 6)
• 8 years' post graduate experience working in customer service roles of which at least three (3) years shall have been at a senior level in customer service roles on projects with services of a similar scope and scale.
• Proven people and performance management experience - coaching/ mentoring/ developing.
• Client / Account management experience essential, preferably in the BPO industry
• Budgeting and financial management experience
• Experience coordinating/implementing and monitoring projects and processes.
• Experience in identifying, assessing, and developing activities to improve.
• Experience in delivering initiatives which improved CX and reduced complaints.

Our ideal candidate:

• Strong focus on continually improving the customer experience across multiple departments and platforms.
• Is aware of best practice trends in the customer service industry.
• Strong decision making and communication skills
• Can move from seeing the big picture to the operational perspective with ease
• Commercially aware within a challenging environment
• Can easily switch between structured, process-oriented thinking and unstructured, problem resolution
• Builds strong relationships and can influence others
• Strong leadership and coaching skills and empowers others
• Target focused to manage SLA's
• Excellent planning and organising skills
• Highly motivated
• Does not get flustered under pressure

We've told you what you will do for us, now let us tell you what we will do for you:
At Abtran once you join us you become part of a team and part of an amazing community. We believe in nurturing and inspiring our people. We offer training on many different topics in professional development and personal development. Our Learning Management System has been recognised as the 'Most Innovative Use of Technology' in the HR Leadership & Management Awards.
We believe in motivating our people to meet their goals and progress in their careers and are big on internal promotions. There are so many opportunities for progression and have had many success stories this year and in previous years.

Employee benefits include:

• Competitive salary with regular performance reviews
• Up to 5% Performance Bonus paid quarterly
• Meal vouchers
• Hybrid work options (50% in-office, 50% remote)
• 20 days of annual leave plus public holidays
• One additional annual leave day per year of service (up to max 5 extra days)
• Training programs and professional development opportunities
• Wellness programs and team-building events
• Clear path for internal progression
  

What you need to do now:
If you are hungry to succeed in a growing organisation, have the desired background we would like to hear from you now.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Abtran is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We are committed to equality of opportunity and operate non-discriminatory practices in relation to access to employment, conditions of employment, access to training and experience, promotion and classification of posts. All employment decisions at Abtran are based on business needs, job requirements and individual qualifications, without regard to gender, civil status, family status, sexual orientation, age, disability, race, religion, and membership of the Traveller community.