Divisional President, Chat

COMPANY:

A global leader in solution design, business optimization strategies, front-office customer support, and back-office services including finance, accounting, collections, and tech support. Serving over 170 countries, with more than four decades of deep, industry-specific expertise and service innovation, this company offers the market’s most comprehensive service portfolio.

REPORTS/RELATIONSHIPS:

This position reports to the Managing Director of Products and will build and lead a team while also working cross-functionally across finance and other departments.

BASIC FUNCTIONS:

The Divisional President, Chat will be responsible for strategic ownership and growth of the Chat product workstream focusing on three areas: capability building, working with business development and strategic account managers for business growth, and working with operations to drive consistency and deliver excellence. Priorities will include: designing and building world class innovative products that generate significant value for clients while delivering cutting-edge consumer grade experience for clients’ customers and continually growing revenue and maintaining a product margin that affords continuous improvement and innovation.

Specific areas of responsibility will include, but not be limited to:

  • Capability Building:

– Create overall strategy and roadmap – identify competitive strengths, weaknesses, opportunities, and threats (SWOT) analysis on how to make the company the undisputed leader and go-to partner for Chat.

– Establish a three-year revenue/margins roadmap (percentage of market share).

– Build and keep updated toolkit with Chat-specific practices through the entire lifecycle – from prospecting to sales to recruitment, training/operations, quality, and continuous improvement.

– Conduct constant benchmarking to understand and drive best practices (from external sources and from best-in-class operations within the company).

– Research market/industry for new trends and pilot new tools/practices within the company.

– Conceptualize, experiment, and rollout new tools/practices.

  • Business Growth:

– Create a differentiated value proposition for the company for Chat.

– Create Chat collaterals aligned to the value proposition.

– Compile and maintain case studies ‘evidence book’ across the company globally.

– Actively work with the business development and strategic account management teams to prioritize the go-to clients/prospects and support in the sales process as the subject matter expert.

– Partner with marketing to create Chat-specific campaigns; participate in industry events, showcasing the company differentiators; create new thought leadership content.

  • Delivery Excellence:

– Ensure rollout of best practices toolkit across operations.

– Monitor and ensure compliance to toolkit.

– Track service level agreements/stack ranking score against competition – understand and fix the root causes of variance across clients and geographies.

– Track revenue and gross margin – understand and fix the root causes of variance across clients and geographies.

– Identify opportunities for operational transformation; conduct pilots and drive wider rollout.

– Participate in monthly and quarterly business reviews and strategy workshops of top 200 clients; be seen as a thought leader.

REQUIREMENTS:

  • At least 15 years’ experience across both BPO operations/solutions and business development and 10 years’ experience in building and continuously improving Chat strategies and operations for banking, financial services, and insurance (BFSI), healthcare, or significant accounts payable operations in a fast-moving consumer goods operation.
  • Operations experience running medium/large programs with at least 1,000 employees.
  • At least three years’ experience with a top consulting/research firm with significant exposure to strategic consulting solutions to clients, transforming customer experience journeys, industry benchmarking, etc.
  • Solid understanding of customer experience-related digital technologies.
  • Preferably a Lean Six Sigma Green/Black Belt.
  • English communication skills, with an ability to hold chief experience officer level discussions.
  • Proven ability to influence cross-functional teams without formal authority.
  • Bachelor’s degree related to business management or any other relevant fields required; Master’s degree or professional certification preferred.

COMPENSATION:

Compensation will be commensurate with experience including a competitive base salary, bonus opportunity, and competitive benefits package.

CONTACT INFORMATION:

Greg Gabel, President
212-949-6611