Account Delivery Lead

Lead end-to-end delivery and account management for key global clients across multiple regions.

Ensure service delivery excellence across all engagements, meeting agreed KPIs, SLAs, and business outcomes.

Oversee cross-functional teams covering digital marketing, quality assurance, market insights, and customer experience.

Drive consistent alignment between delivery operations and client strategic goals.

Serve as the strategic partner and primary escalation point for senior client stakeholders.

Build long-term client relationships through trust, transparency, and proactive engagement.

Manage regional stakeholder alignment across APAC, EMEA, and the Americas.

Lead quality assurance programs for customer support operations across voice, chat, and digital channels.

Develop and implement Quality as a Service (QaaS) frameworks to monitor and enhance agent performance, accuracy, empathy, and compliance.

Establish quality scorecards, performance metrics, and feedback loops for continuous service improvement.

Partner with operations, training, and product teams to address systemic quality issues and drive operational efficiency.

Conduct regular Six Sigma–based process improvement projects (DMAIC) to identify root causes and eliminate defects in service delivery.

Use Google Looker Studio, Tableau, and Power BI to design dashboards and visualize real-time performance insights.

Transform complex data into actionable insights for business leaders and clients.

Define and automate reporting mechanisms for quality, productivity, and customer satisfaction.

Leverage data analytics to identify customer behavior trends, agent performance gaps, and process bottlenecks.

Drive account expansion through value-added insights, innovative solutions, and digital transformation initiatives.

Collaborate with sales and pre-sales teams on proposals, RFPs, and client pitches.

Support contract renewals and negotiations to ensure long-term account profitability.

Establish governance frameworks for delivery, quality, and risk management.

Standardize best practices across markets and service lines to ensure operational consistency.

Promote continuous improvement through benchmarking, Six Sigma projects, and customer feedback analysis.

Lead, coach, and inspire global delivery and quality teams.

Build domain and analytical capabilities across teams through structured training programs.

Foster a high-performance, data-driven, and customer-centric culture.

Bachelor's or Master's degree in Business, Engineering, Marketing, or related field.

Experience in digital marketing, customer experience operations, product validation, or quality management.

Proven experience leading contact centre quality operations (voice and chat).

Deep understanding of Six Sigma methodologies (Green/Black Belt preferred).

Advanced proficiency in Google Looker Studio, Tableau, and Power BI for performance analytics and visualization.

Strong record of managing multi-regional stakeholders across APAC, EMEA, and the Americas.

Exceptional client management, communication, and presentation skills.

Experience managing large-scale, multi-million-dollar accounts.

Experience with Quality as a Service (QaaS) frameworks and digital transformation programs.

Familiarity with AI-driven analytics, CX automation, or voice/chatbot quality evaluation.

Certifications in Lean, Six Sigma Black Belt, or PMP.