Gm - Business Solutions

**Director/ Sr. Director - Ops Transformation**

**Qualification**:

- **Education**:
Any Graduate (preferably - MBA/ MCA/Btech)- Preferably PMP / Prince 2 certification/ Lean Sigma.- Preferably in a managerial role for min 7 years +.- Excellent verbal and written communications skills and English proficiency.- Demonstrated experience of Project / Portfolio management.- Indepth understanding of SDLC preferably AGILE.- Willingness to work at different location.

**Responsibility**:
Stakeholder/Business Management - Overall accountable to all internal and external stakeholders across the portfolio
- '- Ensure deep understadning of the practice and portfolio objectives and drive the strategy the same in portfolio assigned.
- '- Provide regular portfolio status updates and track KPI's/ Metrics related to all project tasks assigned.- collaborates and manages relatiosnhsips with teams across geographies across F2B streams.- Lead solution development activities for RFI/ RFP's for change management projects.- Proactively identify opportunities for additional business with customer.- Anticipate & plan for new business & get involved in hiring.
- '- Accountable for revenue and profitability of portfolio managed through key cost drivers.- Ensure robust Revenue Forecasting and Contract Agreement.- Ensures team adherence to business and compliance requirements (timesheets, billing inputs, CBT's, expense reports) across both client and internal stakeholders.- Responsible for team high billable utilization and productive engagement during nonbilled period.
- Knowledge Management - Develop Knowledg management framework and and knowldge sharing across the teams.- Leads development of new business change offerings and frameworks per client, internal and industry needs.- Performs industry research on emerging topics and develop white papers with team.- Ensures availability/ maintenance of knowledge.
- Customer Relationship Management - Accoutable for customer relationships across the prtoflio managed and CSAT recieved.- Manage customer relationships through regular communication with clients through weekly/ monthly reviews.- Ensure deep appreciation of client priority and strategy and ensure alignment by driving the relevant internal projects.- Discuss operational issues and Critical to Quality (CTQ) delivery issues with the customer.- Attend customer calls and meetings, proactively flag issues and prevent surprises.- Manage and resolve escalations and issues raised by customers.- Analyze customer feedback at desired intervals and initiate ways to improve the score.- Build deep relationships with program managers or portfolio owners in the customer organization, be recognized as trusted advisor by clients.
- Process Improvements and Adherence - Initiate and deliver on process improvement projects to improve process efficiencies.- Driving Forums on Thought sharing for project improvement.- Whitepaper Writing.- Automation Oppurtunity.- Devise approach to solving complex problems Exhibit intellectual leadership to the problem solving effort.- Manage conflicting stakeholder expectations, Manage project and portfolio scope.- Leverage experience/ learnings from similar engagements.- Design and conduct client workshops.- Identify the appropriate approach, tools and methodologies to perform analysis and draw conclusions.- Full leadership for managing delegated endtoend creation of project deliverables.- Help team to develop new insights from the analysis.- Prioritize the recommendations based on ease of implementation and impact.- Provide ongoing updates to the client on engagement status.- Solicit feedback on interim deliverables.- Manage project escalations.- Design and implement KPI, measurement systems and visual tracking controls/dashboards.- Drive team to achieve SLAs / metrics - productivity and quality targets within the established timelines.- Provide mentoring support to BAs / PMs.
- People/Team - Provide guidance and mentorship to team.- Conduct performance appraisals for team members.- Manage attrition through skip level meetings, planning interventions, engagement calendars.- Identify training needs for direct reports and ensure domain/developmental trainings needs are met.- Participate in organizational initiatives such as recruitment drives, training programs etc.- Act as a mentor to B school interns Support lateral recruitment initial screening/interviews.- Align the team to customer & business needs.- Drive a culture of accountability within the team members.- Identify competencies in the team & assign responsibilities accordingly.- Participate in career planning ,succession planning & designing road maps.- Responsible for motivation level and retention of manpower.- Manage attrition through skip level meetings, planning interventions, engagement calendars.- Participate in organizational initiatives such as recruitment drives, training programs etc.

**Must Have Skills**
- MS Excel

**Good To Have Skills**
- Online/D