Sr. Director, Operations - Egypt (Reports to Country VP)

Job Title:

Sr. Director, Operations - Egypt (Reports to Country VP)

Job Description

Essential Functions/Core Responsibilities

• Maintain and grow revenue of program(s); responsible for profitability including revenue, margins, billing, seat utilization and retention

• Manage overall Concentrix contractual commitment to meet/exceed the Statement of Objectives.

• High level executive engagement in strategy/design and execution.

• Partner with clients to define and execute an end customer relationship that drives value creation.

• Ensures program has proficient training, staff development, and effective employee relation/recognition programs.

• Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements

• Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance

• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed

• Ensure that the operations is in compliance with active contracts

• Oversee client relationships; facilitate open communications, understand client perspectives/expectations, and monitor client satisfaction

• Partnering with Business Development to leverage and expand new business from client(s)

• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their teams and offer on-going developmental support

• Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner

• Determining and implementing appropriate staffing and customer interaction guidelines for work team(s); and monitoring performance leading to successful results.

• Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement

• Maintain relationships with strategic vendors in order to facilitate open communications understand changing technologies and stay abreast of industry trends

• Participate in opportunity review calls for new business and facilitate site visits from potential clients, keep up to date through trade shows, industry events, and related activities

• Host Business reviews on regular basis, communicate the overall objectives within common reports (service reports and Operational Efficiency Reports), ensure that customer, operational and capacity requirements are addressed (i.e. Telecommunications, Information Technology, Legal, HR, Finance, Facilities), hold weekly meetings with all functional leaders and direct reports reviewing site operations, needs, and upcoming events

Candidate Profile

• 10+ years related business experience including international assignments.
• 5+ Years Leading Mass integrating solutions corporate (Sr Leadership Experience is a must)
• Proven ability to manage client relationships.
• Demonstrated strong track record in driving continuous improvement in customer satisfaction.
• Strong financial management skills, (i.e., P&L, pricing negotiation).
• Client facing and executive presentation skills.
• Must have proficiency with various software applications including email messaging, Microsoft Word, and Excel.
• Excellent oral and written communication skills.
• Proven interpersonal skills.
• Ability to manage multiple tasks simultaneously.
• Successful track record in peer collaboration.
• Excellent ability to understand client business drivers and objectives.
• Demonstrated decisiveness and leadership.
• Maintain availability to travel.

Location:

EGY Cairo B224-F15, KM28 Cairo Alexandria Desert Road,

Language Requirements:

Time Type:

Full time

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