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Digital Marketing Lead (Service Delivery) - Tier A BPO - US MNC

13 - 23 YearsGurgaon

Posted: 9 days ago

Job Description

**Diversity (Female) Candidates are Preferred**

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.).
  • Synthesizes, 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.
Interested Candidates please share your profiles at or connect at 9582845003

Salary: INR 30,00,000 - 45,00,000 P.A.
Industry: BPO / Call Centre / ITES
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category: Senior Management
Role: Head/VP/GM-Operations
Employment Type: Permanent Job, Full Time

Company Profile

Placewell Consultants
View Contact Details+
Contact Details

Recruiter Name:Mr Abhishek

Contact Company:Placewell Consultants



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