Assistant Vice President/Vice President - Operations - HRO/Insurance/BFSI/Customer Service Domain - BPO

The purpose of this role is to provide strategic leadership to the implementation and benefit administration teams which include the setting of direction, communicating with senior leadership and teams, integrating and partnering with Onshore management, creating execution framework and deliver strategic outcomes.

He/she will partner with the implementation project team, on & offshore client services team, call center team, the case management team, operational reporting & analysis, vendor management, practice

Management to ensure timely and high quality implementations as well as transition to ongoing administration. Additionally, he/she will ensure that proper metrics are defined, set up and monitored for each go-live. The incumbent will be part of the global leadership team for the domain and would need to influence priorities and results.

JD:

Clients/Stakeholders

- Responsible for the operations and implementation delivery of a large delivery group covering multiple lines of business or domains

- Understands the drivers of the business being supported and looks for ways in which GOSS can contribute. Work with project relationship manager for possible business opportunities and recognizes impact to project and makes appropriate recommendations

- Sets the agenda with onshore and offshore for future improvements and growth and manages the change

- Champions improvement programs. Conducts progress reviews and removes obstacles.

- Manage client expectations around operational readiness, ensuring that all aspects of what is needed for go-live is identified and in place on time

- Manages risk effectively

- Fosters a culture of innovation and process improvement

Project Oversight:

- Oversee implementation activities associated with the development and configuration of the systems, data, and tools to ensure core operational standards are followed and maintained

- Evaluate the readiness of the on ongoing team by conducting pre go-live process reviews, identifying gaps and providing contingency & problem resolution plans as required

- Ensures the frameworks, routines, controls and best practices for operations delivery are being actively practiced.

- Supports the smooth implementation of the transition efforts with the group

People

- Responsible for developing the forward looking structure and talent strategy for the delivery group

- Coaches experienced managers and develop managers to take on leadership roles

- Works with HR to establish talent management, review, and retention programs for the delivery group

- Leads manage & motivate team members to achieve desired outcomes and objectives following the values

- Partners with Quality, HR & Training to promote an environment where colleagues are encouraged to continuously learn, develop skills and innovate

- Champions and provides oversight to engagement initiatives

- Fosters an environment that enables performance goals being met and exceeded

Best Practice/Controls:

- Communicate project readiness with key stakeholders throughout the project life cycle

- Facilitate gap analysis and remediation planning between implementation development/testing and operational processes

- Identifies operational risks are aligned with nonstandard components of a specific client implementation and work with the project team to develop and execute risk mitigation plans to reduce the aforementioned risks

- Work closely with project managers and business owners to ensure project coordination of efforts throughout the project and open & clear dialog

- Evaluate the output of the project teams by conducting project reviews, providing analysis and feedback to key stakeholders

- Identifying any problems associated with the project and developing and execute the appropriate remediation solutions

- Identify the metrics that will be tracked to assess go live readiness, track and report out to stakeholders

- Ensure the implementation team follows standard methodology selected for projects and produces quality deliverables

POSITION SCOPE :

- Provide quantitative and qualitative information related to the position's scope and job impact. If not applicable, indicate - n/a-.

- Revenue generation / asset management accountability

- Individual revenue accountability (i.e., personal revenue goal) n/a

- Team revenue accountability (i.e., total revenue for team(s) under the position's management) n/a

- Management responsibility (i.e., hiring, coaching, scheduling / delegating work, performance reviews)

- Number of direct reports

6 Total reports (Direct and indirect) 170-200

- Project management (i.e., indirect management of project teams)

- Typical project team size

Depends on client - may be many members of complex client teams with operations in many countries

- Manages multiple projects- (Yes/No): Yes

- Percentage of time spent on project management : 25%

KNOWLEDGE, SKILLS, AND ABILITIES

Experience

At least 14 years of relevant implementation and benefits administration experience (DB/HB/DC)

Knowledge and skills (general and technical)

- Ability to effectively delegate to appropriate team members to ensure completion of the project within timelines

- Experience in making effective project plans based on the phases, activities, and tasks necessary for executing the project

- Leads, challenges and motivates project team members and recognizes others for their accomplishments

- Has flair for driving best practices in collaboration with other colleagues/teams, is a strategic thinker with a transformational mindset

- Demonstrated strong interpersonal skills and effective working relationships, particularly across multiple functions and operating units

- Proven experience of managing large teams directly and building internal customer relationships

- Excellent organizational and project management skills

- Ability to prioritize tasks and delegate to others

- Leadership experience in the professional services industry

WORKING RELATIONSHIPS

Indicate the primary internal and external contacts with whom the position interacts on a regular and recurring basis and the purpose/nature of the relationship. If describing a consulting role, indicate the typical client contacts (e.g., manager, vice president, CEO, the board of directors.) Indicate whether the contacts are typically domestic or international. If not applicable, indicate - n/A-.

Internal contacts (and purpose/nature of relationship) on & offshore client services team, call center team, the case management team, operational reporting & analysis, vendor management, practice Management

External contacts (and purpose/nature of relationship)