Preet Vihar Delhi Delhi Centre head Jobs – 91 Open Jobs Today

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Head of Service Delivery

Aspire Lifestyles -
Delhi, Delhi

Apply Now

Job details

Qualifications

Hospitality
PCI
Call center experience
English
Local language
Master's degree
Quality assurance
Business Administration
Account management
MBA
Financial acumen
Communication skills
Banking

Full job description

Head of Service Delivery

About the Role

We are seeking an experienced Head of Service Delivery to lead and strengthen the Service Delivery platform across the IMEA region. This role oversees concierge and travel service programs delivered to global clients across multiple industries. You will drive service excellence, client experience, people leadership, quality, compliance, and financial performance while working closely with regional and global stakeholders.

Key Client Segments

Banking and Wealth Management
Telecommunications, Automotive, Airlines, Hospitality and Retail

Key Responsibilities

Client and Service Excellence

Champion a culture of client focused service delivery.
Review and define contract scopes, KPIs, and SLAs within global frameworks.
Ensure readiness of Service Delivery teams to meet contractual expectations.
Drive effective escalation management, complaint handling, and client reporting structures.
Partner with Sales and Marketing in client reviews, renewals, tenders, and RFPs.
Lead local, regional, and global program implementations.
Operationalize SOPs and service processes aligned with client offerings.
Lead expansion, restructuring, or setup of new service models as required.
Drive adoption of CRM, digital, and multi channel technologies.

People and Talent Management

Attract, develop, engage, and retain high performing teams.
Ensure optimal workforce planning and capacity management.
Partner with HR and Finance on workforce and financial planning.
Drive performance management aligned to SLAs and business objectives.
Build leadership pipelines and succession plans.
Promote cross functional development and internal mobility.

Training, Quality and Compliance

Define and execute training and quality strategies across shared service teams.
Lead quality assurance programs focused on continuous improvement.
Conduct training needs analysis and capability development.
Ensure strong complaint management, audit readiness, and regulatory compliance including PCI DSS and ISO.
Oversee Business Continuity Planning and Disaster Recovery readiness.
Lead change management for systems and process improvements.

Profitability and Financial Performance

Own and drive profitability of the Service Delivery Centre.
Optimize cost, productivity, and efficiency through people, process, and technology.
Partner with Finance and Sales to track and improve financial performance.
Review client profitability and address variances.

Communication and Leadership

Foster an inclusive, diverse, and collaborative culture.
Lead regular communications and performance reviews with teams and stakeholders.
Present operational performance to senior management and external clients.

Required Competencies

Cross cultural and regional leadership capability
Strong service orientation
Influential communication and stakeholder management skills
Strategic problem solving and decision making
Strong business and financial acumen
Collaborative leadership and coaching capability

Experience and Qualifications

Required Experience

Minimum 8 years’management experience, banking, lifestyle, concierge, travel, or other service-led environments
Leadership of teams 50+ employees
Experience in regional, multicultural, matrix organizations
Call centre / contact centre operational experience
Client account management and commercial exposure
Familiarity with multi-channel delivery platforms (digital/mobile an advantage)

Desirable Experience

Banking, hospitality, or travel industry background

Qualifications

MBA or Master’s degree preferred

Languages

Excellent written and spoken English
Strong local language proficiency

Apply Now

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centre head jobs in preet vihar delhi delhi

Head of Service Delivery

Trainee Business Associate

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Customer Delight Manager

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Manager- People Support Services

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