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
(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
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
People Management & Career Counselling
(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)
o 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