Director - Service Delivery - US Payroll Process - BPO

Strategic and Financial management:

- End to end relationship management of the customer and it's executive

- Management of the account P&L (revenue, cost and margin)

- Experienced in leading sales activities to achieve exponential account revenue growth targets

- Tracking and communicating status against defined goals and targets

- Create Business value outcome to drive financial benefits for Wipro and Customer

Delivery Management :

- Support Managers in Workload forecasting & planning, Process standardization

- Meet the agreed upon service performance levels

- Productivity Enhancement, Governance and Control

- Leverage cross functional synergies, Backup and succession planning across teams

- Identifying improvement opportunities and lead automation & transformation projects

- Developing strategies, planning and leading change management for large transition

- Embed a culture of client focus, collaboration, and transparency to reinforce a performance-driven work environment with a high level of accountability.

People Management :

- Work with internal and customer for resource planning, recruitment strategy and execution oversight of work processed

- Establish retention strategy across the team and employee engagement

- Performance management - define objectives at team member level, lead performance evaluation sessions after interacting with stakeholders and normalization across teams

- Coaching and mentoring; Identifying training needs and working with Learning & Development team to fill skill gaps

- Knowledge & Transition Management

Minimum Qualification :

- Portfolio management expertise in a matrix organization with shared resources

- Strong customer service orientation with results-driven approach

- Excellent organizational skills and ability to prioritize wide range of tasks

- Excellent oral and written communication skills

- Demonstrated strength in analysis and problem solving skills with keen attention to detail and ability to consistently produce high-quality deliverables

- Proven track record in managing and introducing change with flexible approach to influencing - effectively partnering with key stakeholders for win-win success

- Team leadership skills

- Knowledge and domain experience of the insurance, pension or benefits admin. primarily US is preferable

- University degree from a reputed institute/ university

Industry Experience:

- 16+ years of progressive leadership experience, with at least 7+ years of experience in service delivery, BPO, managing large teams in offshore-onshore model

Mandate Skills:

- Good knowledge of Project Management tools and processes

- PMP or equivalent Project Management Certification

- Strong leadership, planning, organizational and consulting skills

- Ability to communicate effectively to technical and non-technical audiences. Strong interpersonal skills

- Work in a matrix organization setup with dotted line reporting to various PM practice leaders across geographies

Behavioral Skills:

Collaborates effectively:

- Drives collaboration among team members in his/ her function

- Presenting a supportive, united front when appropriate.

- Communicates Confidently

- Communicates crisply and candidly

- Communicates effectively across audiences (reporting managers, peers, business partners)

- Balances talking and listening to foster candid dialogue

Focuses on the Customer:

- Raises concerns and recommends potential solutions for those processes that negatively impact the customer service experience or the fair treatment of customers

- Helps employees understand the impact of their work on the customer/ client

- Organizes own work to meet agreed upon deadlines

- Focuses on surfacing underlying customer issues / concerns and identifying root causes

Takes Accountability:

- Takes steps to understand decision making processes and procedures - uses this understanding in developing work plans

- Escalating issues or redirecting enquiries in a timely and efficient fashion.

- Following up with customers when we say we will and delivering on our commitments

- Works under general supervision on day to day matters.

Understands our Business:

- Enhances understanding about the business of SLF (e.g. products and services, org structure, key competitors)

- Understands how his/her role relates to the Business Unit/ Function's objectives

Self-starter:

- A confident, self-starter who can completely "own" delivery (both project and operations) and can work independently as well as being a strong team player

Trust - Ability to work in an open culture with a positive approach

Flexibility - Ability to accept change, agility