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Chief Delivery Officer

3 months ago

Hyderabad, India T-Hub Full time

Abstract

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This role works with multiple “organizational blocks” within T-Hub and facilitates delivery of value to the start-ups, Corporates & Government after Contracts are formalized. This role is very critical for achieving T-Hub’s overarching objective of establishing and scaling T-Hub’s impact. This role drives continuous process and Organization improvements.


This role leads T-Hub’s delivery teams and is responsible for both frontline impact and client satisfaction leading to achieving high growth and sustainable financial surpluses.


A Brief Job Profile

---------------------

 Develop New Programmes 

  • Work with Revenue Teams in “fleshing out” new programmes after the viability is established by New Initiatives Team 
  • Work as a co-architect of the programme in first validating relevance and later in building team and other resources for its roll-out
  • Critically evaluate the processes during actual implementation of programme and initiate actions for improvement


Understand what is promised to customer 

  • Participate with Revenue Teams during their discussions with customers or during programme design to understand the deliverables proposed
  • Plan new resources needed to ensure effective performance against deliverables
  • Participate with Revenue Teams in kick-off meetings with customers (as applicable) to note the deliverables finally agreed and signed off
  • Provide feedback (basis observations made in on-going programmes) to Revenue Teams on improvements to the next Programme
  • Provide feedback to outreach teams to refine the script and fine-tune target audience 


Preparation for Delivery

  • Brief team on expectations from each programme
  • Drive team to plan and plug gaps in resources needed for effective delivery as also drive them to raise the quality bar
  • Publish a calendar for all tasks starting from LAUNCH to CLOSURE REPORT (including individual or group sessions for knowledge share, for mentorship and such others)
  • Publish an escalation matrix to trigger attention and actions to achieve targeted outcomes for each programme 
  • Screen start-ups. Understand their profile
  • Review profiles of start-ups pooled by Outreach team
  • Provide critical and constructive feedback to Outreach team, to Marketing and to Revenue Teams on corrective actions needed 
  • Pool in relevant start-ups working in or known to T-Hub
  • Oversee, direct and ensure that cohort is ready for launch
  • Invite an appropriate and eminent dignitary to launch the programme; brief all stake-holders on the objectives of the programme and the stages involved 
  • Collaborate with Admin and Facilities team in completing necessary documentation (KYC, access cards, contracts, invoicing, payments, seating etc)
  • Review the pool of mentors, service providers, Consultants for their adequacy for on-hand and ensuing programmes 
  • Plan and induct new partners. Direct team as needed for expediting the process 


Service Delivery. Contract Management. Knowledge Management

  • Conduct reviews as per the published calendar. Review progress of each engagement specifically for progress made against the 6Ms (namely, mentorship, money, market access, methodologies, manpower & motivation)
  • Plan and implement needed corrective actions. Escalate in time and ensure actions are taken for outcomes. Formally and periodically update status to Revenue Teams
  • Review progress status against each objective (business revenue, number of customers, headcount, maturity of product and such other) set for the programme and work with Revenue, Delivery teams and start-ups for achieving them
  • Conduct a formal analysis after “closure” of each engagement to capture lessons learnt for continuous improvement of team and the Practice; catalogue these learnings on a knowledge management portal
  •  Work with Finance and team to capture actual costs during delivery with a view both to improve “yield” of spend as also to apply correct costing for next proposal
  • Ensure that T-Hub’s delivery services are financially optimised and meet predicted gross margin while meeting programme objectives
  •  Ensure accretion to brand equity both at programme level and at T-Hub level
  •  Farm for new mandates from existing customers including converting existing contracts to multi-year contracts
  • Create a play-book or a user manual for ensuring a consistent delivery of programmes 


Conduct Community Events

  • Work with Revenue Teams to plan a calendar of community events for bringing together start-ups with investors, mentors and other ecosystem players
  • Oversee conduct of community events and ensure the achievement of outcomes planned


Process Improvements

  • Constantly explore opportunities for improvements (simplification, automation etc) while enhancing the impact through programme 
  • Study best practices of other Accelerators for triggering improvements within T-Hub. Constantly, benchmark, evolve, improve and implement best practices  


Customer Satisfaction

  • Capture customer satisfaction scores; use this feedback for continuous improvement
  • Oversee collection of testimonials from satisfied customers and have them uploaded on website 


Team Building & Management

  • Work with HR in hiring right and hiring on time
  • Work with HR in building a culture of performance and customer orientation
  • Establish a culture of continuous learning for himself / herself and for team 


Candidate Profile 

  • Any graduate although a BE / B Tech is preferred. Equal opportunity
  • MBA from a premier Institute preferred
  • Total Work experience (Corporate and/or entrepreneurial) of 12-to-15 years
  • (Successful or failed) entrepreneurship experience essential
  • Inspirational leadership style and hands-on approach


Key Technical Competencies

  • Familiarity or working knowledge of customer’s domains 
  • Familiarity with Innovation Space; 
  • Project Management