Chief Operating Officer

KEY RESPONSIBILITES:

Strategy:

1. Participate in the design and realization of the group strategy and vision. Cultivate a future-focused organization with a vision to provide:

a. A unified approach to offshoring that aligns with business objectives and operating model

b. Delivery differentiation and competitive advantage

c. Effective change management and implementation of plans, processes, governance, relationships and resources

d. Operational efficiency and cost reduction

2. Champion cost arbitrage across India sites. Strategize upstream on the offshoring model, negotiations, and transitions to create an impact on outcomes of cost and service delivery.

3. Assume responsibility for achieving service levels across all business functions and driving benchmarked performance metrics aligned to Capability centres.

4. Lead the launch of new foundational capabilities as the organization continues to grow.

5. Participate in internal business development activities to tell the story to stakeholders globally. Expand scope and services for the organization.

6. Develop, establish, and drive implementation of the operating model to support the global services organization.

Operations & Service Delivery:

1. The COO will be responsible for leading the delivery operations leaders, driving operational excellence, and building a high-performance delivery engine within the India sites.

2. Establish a culture of continuous improvement, proactive engagement, and gain a high NPS from the stakeholders.

3. Build a practice that blends global reach and functional expertise in core areas of service delivery operations, service delivery operations, and crucial areas like Finance, Procurement, Change Management,.

4. Manage and operate services in knowledge management, capability, and capacity by providing on-demand access to hard-to-source talent and expertise on technology and transformation, that keeps pace with the continuously evolving business environment. Understanding the challenges the company may face ahead.

5. Manage an ecosystem of internal workforce, SLAs, and business-led tech strategies to create service delivery model to bring about value-driven, sustained and efficient service-quality demonstrating business impact through measurement of the right metrics.

6. Develop and monitor an integrated approach to Risk, Compliance. Technology utilisation and Continuous improvement through stakeholder engagement.

Engagement and Leadership:

1. Develop, negotiate, and execute effective agreements with geographic business heads, emphasizing balance between service quality and operational outcomes.

2. Actively engage with the Delivery Heads to advance the Companys in-country employer value proposition.

3. Mentor new / emerging leaders across the organization to build dynamic, influential and result-oriented, new-generation business leaders.

4. Support the development or programs that aid in the advancement of the diversity, equity and inclusion goals.

What you need to succeed:

1. Leadership experience in a growing, technology-focused GCC /Third-Party player, with the adoption of AI and automation, that is part of a global organization.

2. Expertise working with and managing cross-functional teams with a strong background in SLA-driven service-delivery environment, technology, and strategic planning.

3. Strong business and financial acumen including P&L oversight.

4. Deep understanding of global talent markets to build capabilities and COEs.

5. Be comfortable in a matrixed organization and ability to work with levels across the organization.

6. Demonstrated communication, project management and stakeholder management skills.

7. Capable of handling multiples projects / initiatives simultaneously and executing to completion.

8. Demonstrated experience as a highly collaborative leader who displays excellent judgment.

What will give you a competitive edge:

1. Demonstrated experience as a storyteller with excellent communication skills

2. Ability to build strategic plans but also operate tactically to drive execution

3. Inclusive leader who understands and respects the uniqueness of individuals and other perspectives