Kriya NextWealth is hiring a Delivery Head to run day-to-day operations for a global e-commerce marketplace account. This role needs hands-on Trust & Safety experience.

Requirements

The Delivery Head owns BAU at the delivery site at Mysuru. They make sure every SOW meets its targets every day, so the Director can focus on the client and on growth.

Delivery

•   Run daily operations for Search Relevance and T&S Counterfeit against agreed SLAs: accuracy, productivity, AHT and turnaround.

•   Track performance daily and fix gaps before they reach the client.

•   Own escalations at site level and close them with a root cause and a fix.

Ramp and new work

•   Plan and run the T&S Counterfeit ramp from 60 to 100 people with HR, NextWealth and all internal stakeholders.

•   Make sure every new batch clears the necessary trainings and assessments.

•   Support the Sr. SME - Solutions on pilots for STC, Coins and SEO and set up delivery when a new SOW is signed.

People

•   Lead the Manager – T&S and the teams below. Set goals, review performance and coach them.

•   Run performance management for the account: goal setting, monthly reviews, and improvement plans where needed.

•   Plan rosters, shifts and shrinkage so coverage is never at risk.

•   Keep attrition low through regular connects, recognition and a clear growth path, and build a bench of future Team Leaders.

Quality

•   Work with the relevant internal stakeholders to run quality reviews and calibration with the client.

•   Act on error trends quickly through refresher training and process fixes.

Client and partner

•   Give the Key Account Manager accurate data for weekly and monthly reviews with the client.

•   Agree every workflow or tool change with NextWealth in writing before it goes live.

Cost and reporting

•   Manage headcount against billing, utilisation and overtime so the account stays within margin.

•   Publish daily and weekly dashboards with the MIS / WFM Analyst.

•   Work with the Automation Analyst to cut manual effort.

Site and compliance

•   Run the delivery day to day: seats, IT, access and admin.

•   Make sure the team follows client and Kriya data security and confidentiality rules.

Trust & Safety domain experience is a must. Candidates without it will not be considered.

Must-haves

•   10 to 14 years of total experience, with at least 3 years as a Manager or Sr. Manager in BPO, HITL or content operations.

•   Hands-on Trust & Safety experience: counterfeit detection, brand protection, content moderation or marketplace listing and seller risk.

•   Currently managing 100+ people, with Team Leaders or Managers reporting to them.

•   Has ramped a new process or a new team from start to steady state.

•   Strong command of delivery metrics: SLA, accuracy, AHT, productivity and utilisation.

•   Has run performance management: goals, reviews and improvement plans.

•   Has worked with US or European clients and is comfortable presenting data to them.

•   Clear written and spoken English.

•   Good with Excel and dashboards.

Good to have

•   E-commerce catalogue or search relevance experience.

•   Has worked in a partner model, with a vendor or tool owner such as NextWealth.

•   Quality or process certifications: COPC, Lean, or Six Sigma Green Belt.

•   Has run a site or a floor in a co-working setup.