Senior Vice President

Job Description

Inviting applications for the role of Senior Vice President - Head of Agentic Operations (AO) - Agentic AI

The Head of Agentic Operations will lead the enterprise-wide transition from Digital Operations (DO) to Agentic Operations (AO). This role is accountable for building and scaling the operating model, talent framework, governance mechanisms, and client-facing delivery construct required to embed Agentic AI into core operations at scale

Responsibilities:

- Enterprise AO Strategy & Design

- Shape the operating model, role archetypes, and governance required for AO at scale.

- Define and execute the AO roadmap to transition 95K FTEs from DO to AO.

- Partner with COOs and CFO org to deliver AO's contribution to segment ARR, margin expansion, and revenue per HC.

- Translate operational outcomes into commercial value propositions for clients and build metrics dashboards to track AO-driven efficiency, revenue rotation, and value delivered to clients.

- Delivery Readiness & Client Success

- Lead the Agentic Operations readiness accelerator to re-architect skills, responsibilities, and workflows.

- Drive AO-led delivery efficiency and business outcomes in designated accounts.

- Partner with segment COOs to integrate Agentic solutions into delivery frameworks, ensuring 90%+ revenues into AO by 2026.

- Institutionalize Agentic QA and governance frameworks like DQI (delivery quality index)for Digital Operations

- Ensure seamless delivery in hybrid models (human + AI workforce) with consistent client experience and value realization.

- Establish an AO Performance Scorecard. Build metrics dashboards to track AO-driven efficiency, revenue rotation, and value delivered to clients.

- Govern AO adoption through clear checkpoints, risk controls, and Board/GLC reporting.

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- Change Leadership

- Lead the Change Management function to drive mindset, process, and culture shifts across Genpact and client ecosystems.

- Collaborate with GDC leads to integrate AO into scaled delivery hubs.

- Lead adoption and internalization of Agentic-first ways of working

- Customer Experience & Value

- Oversee the ACE (Agentic Customer Experience) function and ensure adoption frameworks drive measurable value for clients.

- Track and report outcomes across delivery excellence (Stability + Client Outcomes) efficiency, effectiveness, and client satisfaction.

- Ensure >85% compliance on Delivery Quality Index (DQI) across AO accounts by 2026.

- Establish AO best practices and playbooks, embedding continuous improvement across service lines.

- Partner with vertical COOs on transition planning, stable delivery, and AO adoption KPIs (NPS, responsiveness, predictability).

- Responsible & Sustainable AO

- Partner with Head of Responsible AI to embed compliance, ethics, and observability into operations.

- Ensure scalable, resilient, and future-ready AO practices aligned with regulatory standards.

- Talent & Capability Build

- Build a global AO talent strategy with new role archetypes (e.g., AI Trainer, Workflow Designer, Evaluation Specialist).

- Develop career pathways, certifications, and rotation models to ensure workforce readiness.

- 6. Risk & Compliance Leadership

- Anticipate and manage risks (e.g., compliance gaps, client adoption challenges, workforce displacement issues).

- Establish proactive risk mitigation frameworks in collaboration with Responsible AI and Legal/Compliance teams.

- Thought Leadership & Influence

- Represent Genpact externally at client forums, analyst briefings, and industry conferences as the face of Agentic Operations leadership.

- Build credibility for Genpact's AO leadership story in the market.

Qualifications we seek in you

Minimum Qualifications

- large-scale operations leadership (BPO, Technology, Consulting, or SaaS Ops).

- Proven track record of leading operating model transformations at enterprise scale.

- Strong understanding of AI/Automation, hybrid workforce models, and digital operations.

- Demonstrated ability to influence across C-Suite, clients, and large-scale teams.

- Deep expertise in org design, change management, and customer success.

- Global leadership experience with multi-country delivery models.

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