Assistant Director - Delivery Excellence & Transformation - BPO/ITeS

Assistant Director Delivery Excellence & Transformation

- Methods & Delivery Excellence is one of the key initiatives for GDS, which will be enabled through 3 workstreams (QADA, Methods & Value Creation). QADA (Quality Assurance and Delivery Assurance) play an important building block as we establish the practice, as it anchors 6 out of the 10 tenets of Methods & Delivery Excellence

- Methods and Delivery Excellence is a newly formed entity and a lot need to be established ground-up, including QADA workstream. Having said that the person need to work across the 3 verticals understanding the current related functions operating in silo or smaller independent pockets and have the ability to decide & engineer alignment with the broader vision.

The opportunity :

- Define, Develop and Establish Quality and Delivery Assurance workstream Client Services Delivery organization, that includes technology consulting, business consulting, tax and assurance work in GDS.

- Establish and confirm an operational rigor working closely with the Service Line/Function leads and their respective quality leadership.

- Work in conjunction with related global practices, keeping leadership & stakeholders updated

Your key responsibilities :

- Definition, adaption and implementation of project management methodologies, processes and procedures, metrics and measurements, reporting and control.

- Contribute to establish and maintain organizational delivery excellence strategy

- Strong Service delivery, process, methods, tools and metrics (CMMi, ISO, Six Sigma, lean, SAFe)

- Responsible for driving quality management and customer satisfaction to ensure appropriate usage of metrics

- Periodically review delivery engagements to ensure compliance with metrics/KPIs and score cards

- Collaborate with all GDS stakeholders to ensure compliance with Delivery Excellence goals and objectives.

- Plan and report productivity measures for all service lines including setting up of delivery excellence measures for predictable delivery

- Experience in defining metrics and measurement based on latest industry trends and best practices.

- Bring in thought leadership with past experience in having worked with many delivery tools and platforms to build integrated delivery platform

- Focus on bringing innovation to improve quality and delivery assurance processes.

- Global exposure and having proven record of working in cross cultural environment. Strong communication & decision making skills.

- Strong analytical & decision-making capabilities along with very strong people skills.

- This would be a supervisory role with both direct & indirect set of reports.

- Responsible in assigning & directing work, manage, guide & report progress, responsible for performance assessment

Skills and attributes for success :

- Stakeholder Management

- Global Mindset

- Influencing and Negotiation skills

- Change Management, Adaptability and Agility

- Innovative mindset and ability to relevant models suiting to the context

To qualify for the role, you must have :

- Bachelors or Masters, preferably with engineering or management background

- 15+ years of experience in a profession services or related industry

- Certification not mandatory but any maturity model, process & methods would a bonus

- Experience in working with various stakeholders and cultural intelligence to work with a wide range of people from different background, geographies, countries etc.

- Ability to lead teams and influence teams that may not be positionally working with the person.