Posted: 9/12/2013
Position Code: S902
Service Delivery, Global Work@Home Program
Mission:
Lead
the existing work at home operations to achieve company goals while enhancing
the services that we provide and expanding the geographies in which we can
provide them. While operating the current generation of work
at home services, this leader will leverage our current capabilities, create
and transform the business from a workforce augmentation solution to a dynamic,
on demand, global sourcing initiative. The leader will architecht the next generation of integrated services, work with BD and Verticals leads to
create diversified solutions which can be integrated broader and deeper in to
the firm's overall products and services. Specifically, this
leader will create channel and vertical goals with specific revenue, profit and
penetration objectives which he /she will share in order to meet the financial objectives.
Outcomes:
1. Leverage
existing capabilities to meet and exceed intenal financial goals per agreed
upon budget
2. Meet
and exceed client/SOW defined objectives
3. Develop
next generation WAH service delivery framework
· Establish company go to market strategy
with alignment to all sales and support functions
· Establish capabilities requirement
document
· Establish and manage priority list for
IT, HR, SD and support functions to ensure scale and performance metrics are
attained
4. Develop
company position and perspective which differentiates Sutherland from all other
work at home providers and solutions allowing Sutherland to increase
penetration with our Global clientel and drive new business acquisition
(new logo’s)
5. Develop
and implement next generation platform services to scale on demand:
· Large deployments of 2000K
· Pilot programs for new clientel to
promote new interest in work at home solutions
· Migration capabilities, allowing
clients to move from legacy brick and mortar without risk and over time to
achieve adoption rates set forth
6. Explore
the development of a shared services work at home solution in Europe for
Nordic language support that can provide support to multiple clients that have
requirements
7. Streamline
operational processes to maximize agent utilization and program profitability
on all Work At Home programs. Specific efficiency metrics include:
· Training yields
· Seat Costs / administrative costs
· Program Profitability
· Attrition
· Client Satisfaction
· Employee Satisfaction
· Account Revenue Growth
· % of Accounts in Platinum Status