.sutherland is seeking a goal-oriented and strategic-thinking leader to join us as a service delivery avp/ country head for our mexico region. 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!*as the country head for mexico, you'll be responsible for*:- *be the inspiring leader this geo deserves*: be passionate, confident, emotionally intelligent, decisive, and strategic in your day to day, and have the ability to build strong, trusting relationships with your team, as well as the different stakeholders that this position interacts with.- *be the expert*:$10 p&l, upsell and cross sell, customer nps and employee nps. 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 standardization 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*:- at least 5+ years in a senior director/senior leadership operations role - must be from the bpo industry- deep knowledge in the mexico + latam market- multiple vertical experience is required - telecom, healthcare, enterprise, banking, fintech, retail, etc