Global Service Delivery Manager

at  Majorel Corporate

JOB SUMMARY

This Role oversees identifying improvement opportunities across multiple sites/locations, challenging the norm to drive continual improvement. Ensuring consistent delivery across the sites/location within his/her area of responsibility. Sharing operational best practices and representing the operation in front of the client in cooperation with Client Management. Responsible for implementing Teleperformance’s operational framework and accountable for ensuring compliance within his/her area of responsibility.

• Implementation of Organizational structure, Roles & Responsibilities Blueprint
• Accountable for ensuring the organizational structure is implemented according to the Global blueprint.
• Identifying and onboarding the right resources on a global level in-line with the Global Roles & Responsibilities.
• Ensuring the right level of engagement and alignment between the Global, Regional, and local team In-rhythm with the Global operational standards, i.e., Communication, Implementation of actions & performance achievement(s) across all regions.
• Implementing Internal KPIs and Reporting Standards (Reporting and Analysis Mechanism such as Ops/CPR dashboards)
• Validating KPIs and reports with L-SDMs to ensure they are always the most relevant and still valid according to the business requirements.
• Controlling that L-SDMs review and validate all data applicable to their area of responsibility.
• Ensuring the L-SDMs have the correct understanding and can interpretate the data in alignment with the Global standards.
• Advocate for improvement opportunities, fail-points, anomalies, and clarify any misunderstandings.
• Implementing Quality, Process & Training Management Blueprint
• Accountable for ensuring the Quality, Process & Training blueprint is implemented
• Ensuring the right level of engagement and alignment between the Global, and local QPT teams
• Intra-Daily, Daily, Weekly, Client Communication [WBR]
• Accountable for ensuring the Ops organization within his/her area of responsibility understands and follow the processes, the associated timelines, and deliverables, following up with their team until completion (i.e., Service Outages, Interval/Daily misses, compliance violations, Regional/Local impacting events, ad-hoc).
• Facilitating WBR(s) within his/her area of responsibility, working with local teams to build clear, concise updates.
• Coordinating with Client management on topics that have potential overarching impact to the contract.