Sutherland is seeking a goal-oriented and strategic-thinking leader to join us as Associate Vice President of Service Delivery. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you! **AVPs in this role get to**: **Be the Expert**:Own the Change control process. Successful transition of new scope of work and ensuring deliverance of transformation commitments in collaboration with support partners. Root cause analysis of customer input to delivery processes and proposal development to address potential problems. Create standard methods/tools for client management. Drives continuous improvement ideas with the clients for execution and issue resolution. **Strengthen Relationships**: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations. Address performance issues, reporting and operational review with the client. Escalation management (level 3) and issue resolution. Works with client to implement global standards for accounting processes for optimal performance. **Impact the Bottom Line**:Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations. Financial cost management of the program. **Improve the Company**:Make recommendations to enhance processes and boost ease and efficiency. Define Sutherland’s Reputation: Oversee and manage performance and service quality to guarantee customer satisfaction. Leads standardisation and transformation of functions to facilitate performance improvement towards best in class industry standards. Accountable for audit and compliance requirements at the program level. Accountable for ensuring Sutherland remains customer focused (NPS, Cust Satisfaction and Cust Effort). **Empower the Workforce**:Determine training needs to equip staff with fundamental skills and knowledge. **Qualifications**: - Demonstrated leadership skills and executive presence; be able to take the lead in making improvements and resolving issues- - Experience in understanding customer requirements and drive the organization in achieving their expectations- - Experience in account management role in the professional services offshore/outsourcing industry- - Domain knowledge and experience in across all verticals in the BPO sector.- - Experience in understanding customer at both geo and global levels and contribute to their strategic business plans- - Must have highly developed customer relations and negotiation skills with the ability to effectively consult and influence senior executives. Able to provide verifiable references- - Strong program and project management skills to lead and execute large transition and transformation programs- - Must have proven ability to contribute to business development efforts and to lead and manage multiple distributed teams to achieve client goals- - Must have demonstrated ability to communicate effectively vertically and horizontally both internally and in client organizations. Ability to create and deliver compelling presentations- - Must have very good understanding of new emerging technologies and leading business trends- - Must have strong problem-solving ability with the aptitude to identify strategic solutions to business problems with enterprise-wide implications- - Must be detail-oriented and able to develop, execute, lead, and maintain complex projects, programs, and assignments- - The AVP of SD's performance and actions must be perfectly aligned with the Sutherland core competencies and values