AO Transformation Leader

Leadership OpportunityGenpact is a leader in AI and digital innovation, redefining industries with its breakthrough solutions.The company's AI Gigafactory is an example of how it scales advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale.Genpact is looking for a Vice President, Engineering Management Lead – Agentic AI to lead the transformation under GenpactNext.This role will drive the adoption of innovations like the Genpact AP Suite in finance and accounting, with more Agentic AI products set to expand across service lines.Key ResponsibilitiesEnterprise AO Strategy & Design:Develop a comprehensive operating model that outlines the governance and architecture required for AO at scale.Define and execute a roadmap to transition approximately 95,000 Full-Time Equivalents (FTEs) from DO to AO.Collaborate with COOs and CFO organizations to deliver AO's contribution to segment Annual Recurring Revenue (ARR), margin expansion, and revenue per headcount.Translate operational outcomes into commercial value propositions for clients and build metrics dashboards to track AO-driven efficiency, revenue rotation, and value delivered.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 over 90% of revenues transition into AO by 2026.Institutionalize Agentic Quality Assurance (QA) and governance frameworks like Delivery Quality Index (DQI) for Digital Operations.Ensure seamless delivery in hybrid models (human + AI workforce) with consistent client experience and value realization.Establish an AO Performance Scorecard and 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.Change Leadership:Lead the Change Management function to drive mindset, process, and culture shifts across Genpact and client ecosystems.Collaborate with Global Delivery Center (GDC) leads to integrate AO into scaled delivery hubs.Lead the adoption and internalization of Agentic-first ways of working.Customer Experience & Value:Oversee the Agentic Customer Experience (ACE) 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 over 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 the 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.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.To succeed in this role, you must have:Extensive experience in 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 organizational design, change management, and customer success.Global leadership experience with multi-country delivery models.