Delivery Leader - BPO - BFSI

We are looking for - Delivery Leader for one of the largest providers of business processing outsourcing services within the Banking and Financial Services sector based at Mumbai.

Information :

Salary - 30 L- 40 L

Experience - 12 yrs

Role Reports to - Domain/Cluster Head

Roles reporting to this Role : Customer Leader / Delivery Manager

Educational Qualification : Graduate (Professional qualifications preferable)

Professional Qualification : (MBA/CA)

Indicative No of direct reports : 3 to 4 Customer Leaders

Indicative No of indirect reports : 800 + Team Members

Experience Required

Minimum of 12+ years of relevant experience in managing operations as well as client relationships with large clients in an outsourcing organization. Should have handled and led a global team

Role Purpose :

The role exists in order to build and grow the relationship with the clients within the domain(s) and ensure effective delivery of services with the objective of increasing client satisfaction, revenue and increasing margins for the projects managed within the limits of the agreed SLAs/SOW, corporate and client guidelines.

Key Points :

1. Monitor and sign off on RFPs submitted by the solutions,pre-sales and BRMs. Showcase capabilities, case studies and tools used from existing projects to new potential clients.

2. Participate in proposal defense sessions, business development visits with potential clients. Review collaterals prepared by team to support business development. Work closely with the marketing team for initiatives such as conferences and analyst updates.

3. Engage with existing clients to explore upstream and downstream relationships and identify further opportunities for business.Drive the team to identify opportunities across various portfolios, regions etc.

4. Identify new opportunities based on feedback from customers. Meet on regular basis with BRMs to gather market intelligence, track competitor offerings etc.

5. Participates in Analyst interactions, workshops with clients, resource readiness for all new deals, people developed to take up new roles, offerings development.

6. Discuss and seek sign-off from client on processes to be migrated, work-around and proposed methodology. Review risks identified by the team, mitigation plans proposed for same and adherence to compliance requirements in the proposed methodology.

7. Review contracts and liaise with legal, customer and team to ensure liabilities are protected. Negotiate commercials with existing clients for RFPs, new business and seek approval from supervisor. Discuss FTE and finalize requirements with the client for ramp-up in volumes.

8. Preparation of SOW/ SLA agreement

9. Review transition project plan with transition manager and subordinates to ensure it meets client expectations.

10. Process definition and documentation

11. Participate in daily/weekly calls along with team, HR, etc to review progress of transition and ramp-up against plan for large migrations. Monitor KT readiness and training imparted to the team.

12. Review quality of documentation maintained (for risks, MIS etc) and adherence to compliance/ controls.

13. Participate in monthly contract review and quarterly business review discussions with the client. Identify senior stakeholders and build relations with them.

14. Engage with the identified stakeholders on a weekly basis to discuss likely issues, slippages, actions plans etc. Participate in governance calls with client, in case of any issues

15. In case of negative feedback from customer,review analysis done by subordinates and provide guidance on resolving same.

16. Review and monitor weekly updates on performance, monthly revenue updates and quarterly forecasts from subordinates.

17. Provide updates on same to supervisor on weekly, monthly and quarterly basis.

18. Discuss roadblocks on revenue recognition with subordinates and meet with required stakeholders to review and resolve. Review and approve requests related to leave and expenses for subordinates.

19. Participate in enterprise level initiatives along with other domain heads. Discuss with supervisor and client on productivity benefits target. Review and track progress of initiatives,Green Belt/Black Belt/Lean projects undertaken.

20. Receive guidelines/themes from supervisor based on cluster strategy. Provide projections for the financial year on revenue estimates based on review of historical data, existing projects, opportunities with the client etc.

21. Receive finalized targets from supervisor on revenue, gross margins for the financial year. Identify initiatives, accounts to targets etc and prepare plan for achieving the same.

22. Review pipeline, revenue projections/ variances, margins, etc.Identify and monitor deployment of initiatives to control costs (eg: seat allocation, review of grade mix etc)

People Management

- Review organization structure, span of control based on business requirements. Review and re-define roles and responsibilities within the team to bring in efficiencies and provide growth opportunities.

- Review FTE requirement based on projections provided by subordinates, attrition figures and its impact on financials.

- Proactively hire resources in case of expected growth. Conduct skip level meetings to understand concerns on a quarterly basis.

- Drive implementation of employee programs/ initiatives to retain, reward and recognize key talent. Coach direct reports.

- Review and sign-off on goals for the team. Approve the normalization scores for the team. Participate in recruitment of critical talent.

Audits & Compliance

1. Discuss audit findings with internal audit team and actions to close out on same.Monitor arrangements made by team for external audits and support provided for client audits. Review and sign-off on corporate RCSA for the domain. Discuss escalated issues from findings and sign-off on findings from the audit team.

2. Monitor succession planning carried out by subordinate to ensure that the plan is in place within 3-6 months of go-live and is being implemented.Provide guidance to subordinate for succession planning for critical talent. Interact with peer group to share knowledge and best practices, reach out to them in case of any issues.

3. Participate in discussions/ meets organized by industry forums to share knowledge on best practices, trends etc.

Certification – Green Belt Certified

If the above profile suits you, Kindly forward your updated resume alongwith the below mentioned details :

Current location :
Ready to relocate :
Educational Qualification :
Pls Specify if Graduation Part-time
Total exp :
Exp in Analytic :
Exposure to SAS Tools :
Domain Exposure :
Current Company :
CCTC :
ECTC :
Notice Period :
Date of Birth :

We will provide complete support to get you the best offer.

Twinkle Khurana
Recruitment Expert Wizecareers
www.wizecareers.com
07838387625
http://in.linkedin.com/in/twinklek
twinkle@wizecareers.com