Full-Time Senior Vice President - Shared Delivery

Senior Vice President – Shared Delivery

Job Description

The Senior Vice President – Shared Delivery is responsible for the strategy, execution and ongoing management of our large Global Shared Delivery Organization, spanning across multiple locations/countries. Location Specifics: This position is remote for candidates based in PHL, EMEA or India.Language requirement: English essential - Fluent. Work Arrangement: Remote - Some travel required & flexibility regarding working pattern required to cover PHL / EMEA timezones.

In this role, you will lead a highly efficient organization with cost effective scale and flexibility, governance and delivery excellence, ensuring performance outcomes, employee engagement and client satisfaction, measured through a defined set of operating metrics including internal and external satisfaction.

1. Establish and drive the implementation of a strategic plan to meet our Shared Delivery capabilities and business expectations, partnering with other teams such as Technology, Reporting, Transformation and Finance.
2. Lead a high performing team of talent acquisition professionals to provide high quality services focused on exceeding the expectations of clients. This team includes professionals specializing in Candidate Generation/Sourcing, Recruitment Marketing and Market Intelligence, Resume Review/Shortlisting, Screening, Interview Scheduling, Onboarding, Background Checks, and Customer Service.
3. Ensure proper geographic footprint utilization, consult on talent strategies across the footprint plan, ensure local office environments are well managed and recognize local nuances in addition to the overall organization culture.
4. Develop and coach leaders across the Globe inclusive of VP’s, Directors and Managers.
5. Set clear performance standards and goals for the team. Assess progress against goals and performance standards, proactively address gaps.
6. Hold managers accountable for hiring, managing and developing a team of capable, highly ambitious and motivated employees to deliver high quality services to client.
7. Establish regular communications with direct reports through 1-1 meetings, team meetings with established agendas or other regular touch points. Provide feedback in the moment.
8. Hold managers accountable for utilizing established goal setting and performance management processes and tools, including providing feedback and proactively addressing gaps.
9. Serve as part of the Cielo Client Delivery Leadership team to ensure best practice sharing & organizational impact across the organization.
10. Cascade company and departmental communications.
11. Assure adequate team training plan, succession plan and career path.
12. Create a culture that embraces employee growth & development.
13. Work with Client Services leaders to understand their business trends and build strategies and plans to manage the impact on the Shared Delivery team.
14. Understand and maintain internal/external client satisfaction scores.
15. Optimize working relationships with internal & external clients.
16. Establish remediation plans when service recovery is needed.
17. Ensure effective two-way communications regarding collection of business requirements and performance.
18. Build capability to deliver against future approaches and strategies eg Modular services plans.
19. Take an active role in leading responses to RFPs, RFIs, Customer project requests for area of responsibility.
20. Deploy improvement programs to drive engagement around productivity.
21. Drive, develop and implement initiatives/tools/techs to manage and improve service quality, driving efficiencies, continuous improvement and productivity.
22. Lead the establishment and regular review of local scorecards and KPIs dashboards. Implement actions to improve metrics.
23. Adapt plans based on evolving needs, conditions or issues.
24. Ensure documentation, materials, and project plans are updated and readily available for Cielo’s leaders.
25. Identify the right KPIs & dashboards to drive transformation.
26. Be responsible for the governance, planning, coordination, and delivery of team.
27. Establish a team budget and effectively resource an optimized team across our geographies.
28. Build workforce plans and ensure adequate resourcing levels to deliver to business needs.
29. Track utilization, capacity, turnover, and engagement across teams.
30. Other duties as assigned.

Supervisory Responsibilities

The Senior Vice President – Shared Delivery will lead a team of Vice Presidents, Directors – Sector Delivery, Directors – Shared Services, Directors – Impression Center, and Senior Operations Managers – Sector Delivery, providing guidance, conducting performance reviews, and supporting professional growth.

Position Requirements

• Education: Degree qualified preferred.
• Experience: Extensive experience leading a Shared Services Function across multiple geographies. Experience leading a large, complex global organization with a large employee population (800+) in multiple countries/geographies. Demonstrable experience in developing Leaders. Demonstrated success within large complex BPO (RPO desirable) with sophisticated mechanisms supported by innovative technologies. Demonstrated success in change and transformation of large, complex programmes of work with a focus on client satisfaction. Significant Operations Leadership experience. Demonstrated understanding of cultural nuances and an inclusive leadership approach that fosters harmony and collaboration.

• Exposure: Strong interpersonal, facilitation, and conflict resolution skills. Strong written and verbal communication skills across a variety of formats and audiences. Ability to interact successfully at all levels of the business. Analytical, process management, project & change management skills.

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