VP Service Delivery FPNA

2 weeks ago

bangalore, India RANDSTAD INDIA PRIVATE LIMITED Full time

Vice President - Delivery


JOB DETAILS

Job Description

Strong understanding of business process in an outsourcing context. Knowledge of majority of the following processes is mandatory namely Finance Accounting, HR services, Supply Chain and Customer operations

o Be the key face to the client from an end-to-end delivery perspective

o Ability to work with the Offshore and nearshore teams in a collaborative manner to ensure the client objectives are met.

o Strong Delivery management – work towards creating a no surprise delivery environment

o Drive the Transformation mindset at the client end

o Create and drive a clear Transformation agenda and roadmap for every client managed

o Explore market, learn from industry and client to bring in the best of the breed technology

o Think out of the box and think about the future path for delivery

o Work closely with client team to drive active growth within portfolio

o Represent delivery in client pursuits and display a very strong delivery leadership

o Develop more leaders who can succeed, win and bring sustainable growth

o Drive a merit-based performance culture where performance is immediately rewarded, and non-performance is immediately fixed

o Financial performance – Drive margin improvement through organic improvements (Technology like RPA and machine learning tools as prime focus to drive margins)

o Develop leaders who will be tech savvy and be able to drive innovation to client and drive competitiveness

o Client satisfaction – establish a framework for client satisfaction – keep client in the heart of all we do – know client problems immediately and delivery sustainable improvements –

o Proactive Account renewal strategy to be framed for every client and actively worked through along with client team and market units

o Understanding of contracts, commercial elements, risks and executing to contract and driving change management to contract as appropriate. Person needs strong understanding of various pricing models prevalent in market today viz., outcome based, transaction, production resource, hybrid etc.,

o Live the Core Values of Capgemini (Honesty, Boldness, Trust, Freedom, Team Spirit, Modesty, Fun)

Primary Skills

1. Should have 18–20 yrs. of proven experience in BPO / shared serviced / business process

2. Should have led large client delivery/portfolio delivery

• 800 -1500 FTEs (F1)

• P&L size 30-50 M a year

3. Should have personally led large transformation programs for client that includes process and technology refresh (RPA / Machine Learning tools like chat bots, NLP)

4. Leadership skills in a multicultural environment managing Global/Regional Delivery

5. Proven experience in a global complex BPO environment and multi service line deals

6. Ability to influence at senior business levels within the organization which includes functions outside the core delivery

7. Strong relationship building, communication, and influencing skills

8. Ability to bring innovation to challenges and to overcome problems and obstacles as they arise as well as act and produce desired outcomes with limited direction

9. Strong commercial awareness and project management ability

10. Experience in change management

Secondary Skills

  • Experience with solution design/transition management/ Six Sigma
  • CA, CPA, ICWA

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