Full-Time Senior Vice President - Shared Delivery

Senior Vice President – Shared Delivery

Location Specifics: This position is remote for candidates based in PHL, EMEA or India.

Language requirement: English - Fluent

Work Arrangement: Remote - Some travel required & flexibility regarding working pattern required to cover PHL / EMEA timezones.

Duties and Responsibilities:

• Establish and drive a strategic plan for Shared Delivery.
• Lead a high-performing team to exceed client expectations.
• Ensure geographic footprint utilization, and well-managed local office environments.
• Develop and coach leaders (VPs, Directors, Managers).
• Set performance standards and assess progress, addressing gaps.
• Hold managers accountable for team performance and employee development.
• Establish regular communications with direct reports.
• Serve on the Cielo Client Delivery Leadership team.
• Cascade company and departmental communications.
• Assure adequate team training and succession plans.
• Foster a culture of employee growth.
• Work with Client Services leaders to build strategies.
• Understand and maintain internal/external client satisfaction scores.
• Establish remediation plans for service recovery.
• Ensure effective two-way communication.
• Build capability for future approaches (Modular services plans).
• Lead responses to RFPs, RFIs, and customer requests.
• Deploy improvement programs to drive engagement.
• Drive initiatives to improve service quality, driving efficiencies.
• Lead the establishment and review of local scorecards and KPIs.
• Adapt plans based on evolving needs.
• Ensure documentation and project plans are updated.
• Identify the right KPIs and dashboards to drive transformation.
• Be responsible for the governance, planning, coordination, and delivery of the team.
• Establish a team budget and resource an optimized team.
• Build workforce plans and ensure adequate resourcing.
• Track utilization, capacity, turnover, and engagement.
• Other duties as assigned.

Supervisory Responsibilities:

The Senior Vice President will lead a team of Vice Presidents, Directors, and Senior Operations Managers, providing guidance, conducting performance reviews, and supporting professional growth.

Position Requirements:

• Degree qualified preferred
• Extensive experience leading a Shared Services Function across multiple geographies
• Experience leading a large, complex global organization (800+ employees)
• Demonstrable experience in developing leaders
• Demonstrated success within large complex BPO with innovative technologies
• Demonstrated success in change and transformation of large programs with a focus on client satisfaction
• Significant Operations Leadership experience
• Understanding of cultural nuances and inclusive leadership

Exposure:

• Strong interpersonal, facilitation, and conflict resolution skills
• Strong written and verbal communication skills
• Ability to interact successfully at all levels
• Analytical, process management, project & change management skills

What is the last date for applying to the job?

Which countries are accepted for this remote job?