Modernized Operations Leader

Engineering Management LeadThe role of an Engineering Management Lead is pivotal in driving innovation and adoption within organizations. As a key member of our transformation team, you will lead the integration of cutting-edge technologies like the Genpact AP Suite in finance and accounting, with further expansion anticipated across service lines.Enterprise Strategy & Design:You will shape the operating model, role archetypes, and governance required for large-scale adoption.You will define and execute the strategic roadmap to transition approximately 95,000 Full-Time Equivalents (FTEs) from traditional operations to modernized processes.Collaboration with COOs and CFO organizations will be essential in delivering Annual Recurring Revenue (ARR), margin expansion, and revenue per headcount contributions.You will translate operational outcomes into commercial value propositions for clients and build metrics dashboards to track efficiency, revenue rotation, and value delivered.Delivery Readiness & Client Success:You will lead the readiness accelerator for large-scale adoption, re-architecting skills, responsibilities, and workflows.You will drive delivery efficiency and business outcomes in designated accounts.Partnering with segment COOs will ensure seamless integration of solutions into delivery frameworks, with over 90% of revenues transitioning into modernized operations by 2026.Institutionalizing Quality Assurance (QA) and governance frameworks like Delivery Quality Index (DQI) for Digital Operations will be crucial.Evaluating Hybrid Model Delivery: Ensure seamless delivery in hybrid models (human + AI workforce) with consistent client experience and value realization.You will establish an Adoption Performance Scorecard and build metrics dashboards to track efficiency, revenue rotation, and value delivered to clients.Governance of adoption through clear checkpoints, risk controls, and Board reporting will be essential.Change Leadership:You will lead the Change Management function to drive mindset, process, and culture shifts across ecosystems.Collaboration with Global Delivery Center leads will be necessary to integrate modernized operations into scaled delivery hubs.Adeptly adopting first-practice principles, leading internalization of new ways of working will be vital.Customer Experience & Value:You will oversee the Customer Experience function and ensure adoption frameworks drive measurable value for clients.You will track and report outcomes across delivery excellence (Stability + Client Outcomes), efficiency, effectiveness, and client satisfaction.Ensuring over 85% compliance on Delivery Quality Index (DQI) across modernized accounts by 2026 will be critical.You will establish best practices and playbooks, embedding continuous improvement across service lines.Partnering with vertical COOs on transition planning, stable delivery, and adoption KPIs (NPS, responsiveness, predictability) will be essential.Responsible & Sustainable AO:You will partner with the Head of Responsible AI to embed compliance, ethics, and observability into operations.Ensuring scalable, resilient, and future-ready practices aligned with regulatory standards will be crucial.Talent & Capability Build:You will develop a global talent strategy with new role archetypes (e.g., AI Trainer, Workflow Designer, Evaluation Specialist).Building career pathways, certifications, and rotation models will ensure workforce readiness.Risk & Compliance Leadership:You will anticipate and manage risks (e.g., compliance gaps, client adoption challenges, workforce displacement issues).Establishing proactive risk mitigation frameworks in collaboration with Responsible AI and Legal/Compliance teams will be vital.Thought Leadership & Influence:You will represent us externally at client forums, conferences, and events.