BPO Senior Director

Req ID: 352425 

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a BPO Senior Director to join our team in Manila, National Capital Region (PH-00), Philippines (PH).

We are looking for a result-driven Customer Service Director responsible for end to end process delivery for a large Life and Annuity Insurance Contact Center Program. You will be responsible for stabilizing of the transitioned processes and for developing operational and tactical plans to ensure adherence to SLAs. Will be responsible for monitoring and managing a Contact center team of Managers, Supervisors and Customer Service Associates to achieve the organization’s objectives and customer service performance. You will be responsible for providing guidance, instruction, training, and leadership skills to inspire the team to perform at their optimum. You should create a cohesive team that works efficiently together to maximize the service team's potential.

 To be successful as a Customer Service Director, you should have a proven track record of exceeding Customer experience with team motivation and positive customer service performance results. Ultimately, a top-notch team leader should display excellent interpersonal skills to build quality relationships with the team and with customers, be goal-driven, and manage the day-to-day activities of the team efficiently.

Job Description

• Provides direction and guidance for operations, administration and results for a major department or multiple departments within a function or work area.
• Establishes operational objectives for managers and/or teams of professionals across assigned areas.

• Develops and executes strategic and operational business plans for the department.
• Responsible for decisions impacting financial operation.
• Manages the staff of large client engagements.
• Demonstrates the highest level of leadership, interpersonal and client relationship skills.
• Acts as a business leader in the development, sales, and delivery of new business with new clients for NTT DATA.
• Viewed internally and externally as an expert in addressing organizational business issues.
• Advises leadership team on changing business conditions and corresponding appropriate internal changes.

Typical Years of Experience

• Requires 15 years relevant experience.

Typical Years of Leadership Experience

• Includes 10 years managerial/ leadership experience.

Skills

• Operations position with P&C and or Life Insurance background
• Models exceptional influencing and communication skills.
• Models exceptional client service skills and leadership capabilities.
• Expert knowledge, understanding and application of project management principles and methodologies. Models expert analytical / problem solving skills.
• Models exceptional organizational and time management skills
• Advanced budgeting, business financial and P&L skills.
• Advanced ability to develop comprehensive and complex operational and strategic plans.

Remote Working and Technology Requirements

To work remote, individuals must meet all the established Remote requirements including those pertaining to a home workspace and related technology.

Technology

• NTT DATA will provide a computer and headset for remote work.
• Employees are responsible for the care and security of all equipment provided. They must return it immediately upon separation from the company following company protocols.
• Failure to return equipment may result in collection actions and/or other consequences.
• Individuals must provide their own high speed internet access with speeds at or above 50 Mbps.
• A hard-wired ethernet connection is required. Wi-Fi, mobile, wireless and public internet connections are forbidden as are connections outside of one’s personal dwelling or location.

Technical Performance and Issue Tracking

• Management monitors all technical issues and agent downtime. Consistent availability is critical to business operations.
• Remote employees must adhere to all technical support procedures and protocols.
• Chronic connectivity issues or recurring downtime that impede job performance, including internet outages, may result in the remote status changing to onsite.

Remote Workspace

Remote work demands a high degree of professionalism, self-discipline, and accountability. The following workspace standards are vital to delivering exceptional service.

• Employees must have a dedicated, professional workspace conducive to servicing Customer Service customers with the same quality as an onsite environment.
• The workspace must be a permanent, unencumbered location used daily for work.
• Employees must work with minimal distractions that do not interfere with business operations or service delivery.
• Ideally, the workspace is isolated from other household members and used exclusively for job duties.
• Background noise, interruptions from people or pets, and other distractions must be kept to an absolute minimum to avoid disruptions to customer service.
• Employees must work from the same location consistently unless prior approval is obtained.
• If a change in work location is necessary:
• The new location must meet all Remote Workspace and Technology Requirements.
• Notification to NTT DATA Management is required before relocating

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.

NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.