6 iSON Xperiences Jobs

Company Description:

iSON Xperiences Ltd - Leading Global CX Management Company is a global leader in Customer Experience Management and Business Process Outsourcing, offering modern omnichannel technologies, people, processes, and infrastructures that build value across every customer interaction, on all channels. With over 18,000 employees across 18 countries in Africa, the Middle East, and ASEAN, they serve 50 million global customers across various industries such as Telecom, BFSI, Energy & Utilities, Government, Media & Entertainment, Aviation, Retail, and E-commerce. As a global organization, iSON Xperiences takes pride in having employees from diverse backgrounds and nationalities, servicing global brands.

About the Role:

We seek a dynamic and strategic leader to head our Offshore Development Center (ODC) / Global Capability Center (GCC) in Chennai. The ideal candidate will drive sales initiatives, manage projects, oversee operations, engage with stakeholders, and ensure high team retention. This role demands strong leadership, a deep understanding of global delivery models, and the ability to align business goals with client expectations.

Key Responsibilities:

1. Sales & Business Growth:

- Drive sales and revenue growth by identifying new business opportunities and expanding existing client relationships.

- Work closely with global and regional teams to develop and execute business expansion strategies.

- Support pre-sales efforts, including proposal development and client presentations.

Project & Delivery Management:

- Oversee end-to-end project execution, ensuring quality, efficiency, and alignment with client expectations.

- Implement best practices, agile methodologies, and project governance frameworks.

- Ensure successful delivery of IT, digital transformation, and business process outsourcing projects.

2. Stakeholder & Client Management:

- Act as the primary point of contact for key global stakeholders, including clients, senior management, and cross-functional teams.

- Build and maintain strong client relationships, ensuring high satisfaction levels.

- Effectively manage client escalations and strategic discussions.

- Operations & Performance Management: Lead and optimize ODC/GCC operations, ensuring smooth workflow, productivity, and operational efficiency.

- Monitor KPIs, SLAs, and performance metrics, ensuring adherence to business objectives.

- Identify and implement process improvements to enhance service delivery and cost efficiency.

3. Team Leadership & Retention:

- Foster a positive and engaging work culture to drive employee motivation and retention.

- Develop and mentor high-performing teams, ensuring skill development and career growth.

- Implement employee engagement initiatives to maintain high retention and satisfaction levels.

Educational and Professional Qualifications:

- Bachelor's or Master's degree in a relevant field (e.g., Computer Science, Engineering, Business).

- 12+ years of leadership experience in ODC/GCC operations, IT services, or BPO/KPO environments.

- Strong understanding of software development methodologies, project management, and offshore service delivery.

- Excellent interpersonal, communication, and negotiation skills.

- Track record of driving customer success, and growth, and achieving high levels of customer satisfaction.

- Demonstrated ability to foster employee satisfaction, retention, and professional growth.

Additional Requirements:

- Strong problem-solving skills and the ability to make critical decisions.

- Exceptional organizational and time management skills.

- Knowledge of industry trends and emerging technologies.