GM - Business Solutions

Director/ Sr. Director - Ops Transformation

Qualification:

• Education:

Any Graduate (preferably - MBA/ MCA/Btech)

• • Preferably PMP / Prince 2 certification/ Lean Sigma.

• • Preferably in a managerial role for min 7 years +.

• • Excellent verbal and written communications skills and English proficiency.

• • Demonstrated experience of Project / Portfolio management.

• • Indepth understanding of SDLC preferably AGILE.

• • Willingness to work at different location.

Responsibility:

Stakeholder/Business Management • Overall accountable to all internal and external stakeholders across the portfolio

• '• Ensure deep understadning of the practice and portfolio objectives and drive the strategy the same in portfolio assigned.

• '• Provide regular portfolio status updates and track KPI's/ Metrics related to all project tasks assigned.

• • collaborates and manages relatiosnhsips with teams across geographies across F2B streams.

• • Lead solution development activities for RFI/ RFP's for change management projects.

• • Proactively identify opportunities for additional business with customer.

• • Anticipate & plan for new business & get involved in hiring.

• '• Accountable for revenue and profitability of portfolio managed through key cost drivers.

• • Ensure robust Revenue Forecasting and Contract Agreement.

• • Ensures team adherence to business and compliance requirements (timesheets, billing inputs, CBT's, expense reports) across both client and internal stakeholders.

• • Responsible for team high billable utilization and productive engagement during nonbilled period.

• Knowledge Management • Develop Knowledg management framework and and knowldge sharing across the teams.

• • Leads development of new business change offerings and frameworks per client, internal and industry needs.

• • Performs industry research on emerging topics and develop white papers with team.

• • Ensures availability/ maintenance of knowledge.

• Customer Relationship Management • Accoutable for customer relationships across the prtoflio managed and CSAT recieved.

• • Manage customer relationships through regular communication with clients through weekly/ monthly reviews.

• • Ensure deep appreciation of client priority and strategy and ensure alignment by driving the relevant internal projects.

• • Discuss operational issues and Critical to Quality (CTQ) delivery issues with the customer.

• • Attend customer calls and meetings, proactively flag issues and prevent surprises.

• • Manage and resolve escalations and issues raised by customers.

• • Analyze customer feedback at desired intervals and initiate ways to improve the score.

• • Build deep relationships with program managers or portfolio owners in the customer organization, be recognized as trusted advisor by clients.

• Process Improvements and Adherence • Initiate and deliver on process improvement projects to improve process efficiencies.

• • Driving Forums on Thought sharing for project improvement.

• • Whitepaper Writing.

• • Automation Oppurtunity.

• Project delivery (Functional Skills) • Gain deep insights into client issues and potential risks based on subject matter expertise.

• • Devise approach to solving complex problems Exhibit intellectual leadership to the problem solving effort.

• • Manage conflicting stakeholder expectations, Manage project and portfolio scope.

• • Leverage experience/ learnings from similar engagements.

• • Design and conduct client workshops.

• • Identify the appropriate approach, tools and methodologies to perform analysis and draw conclusions.

• • Full leadership for managing delegated endtoend creation of project deliverables.

• • Help team to develop new insights from the analysis.

• • Prioritize the recommendations based on ease of implementation and impact.

• • Provide ongoing updates to the client on engagement status.

• • Solicit feedback on interim deliverables.

• • Manage project escalations.

• • Design and implement KPI, measurement systems and visual tracking controls/dashboards.

• • Drive team to achieve SLAs / metrics – productivity and quality targets within the established timelines.

• • Provide mentoring support to BAs / PMs.

• People/Team • Provide guidance and mentorship to team.

• • Conduct performance appraisals for team members.

• • Manage attrition through skip level meetings, planning interventions, engagement calendars.

• • Identify training needs for direct reports and ensure domain/developmental trainings needs are met.

• • Participate in organizational initiatives such as recruitment drives, training programs etc.

• • Act as a mentor to B school interns Support lateral recruitment initial screening/interviews.

• • Align the team to customer & business needs.

• • Drive a culture of accountability within the team members.

• • Identify competencies in the team & assign responsibilities accordingly.

• • Participate in career planning ,succession planning & designing road maps.

• • Responsible for motivation level and retention of manpower.

• • Manage attrition through skip level meetings, planning interventions, engagement calendars.

• • Participate in organizational initiatives such as recruitment drives, training programs etc.