Transformation Leader

This role is pivotal in driving enterprise-wide transformation from Digital Operations to Agentic Operations.About the RoleEnterprise AO Strategy & Design: Shape operating models, role archetypes, and governance for scaled adoption.Roadmap Execution: Define and execute AO roadmap for transitioning approximately 95,000 Full-Time Equivalents from DO to AO.Financial Partnership: Collaborate with COOs and CFOs to deliver AO's contribution to segment Annual Recurring Revenue (ARR), margin expansion, and revenue per headcount.Commercial Value Proposition: 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:Readiness Accelerator: Lead the Agentic Operations readiness accelerator to re-architect skills, responsibilities, and workflows.Efficiency and Outcomes: Drive AO-led delivery efficiency and business outcomes in designated accounts.Integration of Solutions: Partner with segment COOs to integrate Agentic solutions into delivery frameworks, ensuring over 90% of revenues transition into AO by 2026.Quality Assurance: Institutionalize Agentic Quality Assurance (QA) and governance frameworks like Delivery Quality Index (DQI) for Digital Operations.Hybrid Model Delivery: Ensure seamless delivery in hybrid models (human + AI workforce) with consistent client experience and value realization.Performance Scorecard: Establish an AO Performance Scorecard and build metrics dashboards to track AO-driven efficiency, revenue rotation, and value delivered to clients.Governance and Reporting: Govern AO adoption through clear checkpoints, risk controls, and Board/GLC reporting.Change Leadership:Change Management Function: Lead the Change Management function to drive mindset, process, and culture shifts across Genpact and client ecosystems.Collaboration with GDC Leads: Collaborate with Global Delivery Center (GDC) leads to integrate AO into scaled delivery hubs.Adoption of Agentic-first Practices: Lead the adoption and internalization of Agentic-first ways of working.Customer Experience & Value:ACE Function Oversight: Oversee the Agentic Customer Experience (ACE) function and ensure adoption frameworks drive measurable value for clients.Outcome Tracking: Track and report outcomes across delivery excellence (Stability + Client Outcomes), efficiency, effectiveness, and client satisfaction.Compliance Goals: Ensure over 85% compliance on Delivery Quality Index (DQI) across AO accounts by 2026.Best Practices Establishment: Establish AO best practices and playbooks, embedding continuous improvement across service lines.Transition Planning: Partner with vertical COOs on transition planning, stable delivery, and AO adoption KPIs (NPS, responsiveness, predictability).Responsible & Sustainable AO:Compliance and Ethics: Partner with the Head of Responsible AI to embed compliance, ethics, and observability into operations.Scalable Practices: Ensure scalable, resilient, and future-ready AO practices aligned with regulatory standards.Talent & Capability Build:Global Talent Strategy: Build a global AO talent strategy with new role archetypes (e.g., AI Trainer, Workflow Designer, Evaluation Specialist).Career Pathways Development: Develop career pathways, certifications, and rotation models to ensure workforce readiness.Risk & Compliance Leadership:Risk Management: Anticipate and manage risks (e.g., compliance gaps, client adoption challenges, workforce displacement issues).Proactive Frameworks: Establish proactive risk mitigation frameworks in collaboration with Responsible AI and Legal/Compliance teams.Thought Leadership & Influence:External Representation: Represent Genpact externally at client forums.We seek candidates with extensive experience in large-scale operations leadership, proven track records of leading operating model transformations, and strong understanding of AI/Automation, hybrid workforce models, and digital operations. Strong influencing skills, deep expertise in organizational design, change management, and customer success are required. We require leaders with global leadership experience, particularly those with multi-country delivery models. The ideal candidate will possess strategic vision, exceptional communication skills, and the ability to navigate complex environments.],