OVERALL PURPOSE OF JOB

  • Create capabilities in Client Service Management / Account Management
  • Free up SDLs for focus on service delivery and people /team management
  • Create capability for managing service and contract, managing client relations in India

Responsibilities/Authorities
(Briefly describe the main tasks, responsibilities/authorities, of the job.)

Exhibit strong Leadership qualities and skills
Lead & Manage Programs/Projects
Pre-sales: Showcase our Capabilities to prospective clients
Respond to RFIs & RFPs
Architect Solutions
Conduct Due Diligence
Implement Transition Projects
Stabilize of Operations post-go-live
Lead Global Work streams
Develop & maintain Domain specific BPO Credentials, Client Visit Decks, Case Studies & Transition Methodology
Service Transition Estimations
Operational Excellence
Lead Coach
Lead Assessor
People Management & Career Counselling

PROCESSES
(List those processes that the Job will be directly involved with in performing the job Eg: account payable, invoice processing, performance appraisal (if the job has a career counsellors role)

– Service Performance analysis and reporting
– Client management
– Contract management
– Interaction with client and client teams
Participation in governance / JRB

Sourcing Guidelines (For Sourcing partner reference only)

Domain : F&A with strong Transition and Transformation (similar to process excellence but here looking at : TRANSITION AND TRANSFORMATION. Transformation has more importance from a weightage perspective.

o Pure OPERATIONS profile will NOT fit – Candidates supporting transitions from an operations standpoint will NOT fit.

o Needs to come from a 3rd party BPO background. Need someone who is supporting the 3rd party clients

o For Level 5 & Levels 6 : Needs to have handled FTE transition of 500 & above   

o Global third party transition experience is a MUST.

o Target companies : Capgemini, Genpact, TCS, Cognizant, Hewitt  (Now Wipro). Maersk etc.

o Should be open to Travel (20-30% )

o Processing for Diversity candidates will be quicker.

General Reporting structure across all Requirements at our Operations :

CL 7 : report into 6

CL 6 : report into 6, 5 or MD

CL 5 : report into MD

Job Location: Chennai
Experience (Years): 12-15 Years

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