Gartner India Research & Advisory Services - Team Lead - Service Operations

Team Lead, Service Operations

About this role:

The Global S&O arm of Gartner is currently seeking talented people leader with an entrepreneurial mindset to join its Strategy & Operations team in India. As a member of this team, you will spearhead a team of high caliber, high performing associates to drive client engagement and service productivity programs across Gartner. You will work towards driving integrated approach across Gartner's key functions - Business units under Global Service & Delivery (GS&D), Sales, R&A and Products and their leaders with the central goal of improving client retention through high value engagement mechanisms. You will also work on some of the high impacting strategic projects to drive key organizational goals, operational & economic productivity of the overall operations and service associates.

What you'll do:

Core Operations:

- Responsible for managing end to end operations and key business metrics of various units

- Provide guidance and support to teams to conceptualize, story boarding, design and implement initiatives that have a direct impact on KPIs

- Drive operational excellence - incremental improvement in process across client value chain - reduced steps, intuitive and simpler process design/interfaces. Implement best practices/tested solutions across service delivery to maximize effectiveness

- Analyzing lagging/leading business KPIs - onboarding, engagement, retention to generate actionable insights, develop implementation plans and ensure execution of all changes

- Continuously improve quality of processes & deliverables by establishing a regular process check and measurement mechanism.

Iterate and Evolve to increase Business Impact:

- Push self and team to innovate on productivity and efficiency drivers. Implement those innovation end to end based on ROI impact and measure the success.

- Build and drive the team members to implement strategic initiatives to drive KPIs - process improvement ideas, A/B testing and leveraging various sources of information to make it useful for continuous improvement

- Drive structured problem solving on various projects as needed. Provide guidance on data driven hypothesis testing and scale up approaches. Influence decision making on next big bet.

- Discover innovative levers/best practices and drive execution on the ground

Continuous Process Optimization:

- Identify process improvement opportunities and apply LEAN principles to boost efficiency and productivity of processes & people

- Keeping in mind 'One Gartner' approach to serve clients, integrate and standardize all possible elements of the process. Also, aim for economy of scale by integrating all process touch points.

- Conduct time & motion diagnostics to explore opportunities of process redesign. Establish process excellence to operate in a Lean way including maximization of automation for all tasks and process

- Continue to re-engineer and optimize the instrumentation (dashboards, reports, tools) designed to measure and alert SDAs/Leadership on lagging/leading KPIs

Collaboration and Stakeholder Management:

- Own stakeholder management, relationship building with team members and with cross-functional units. Ensure right communication and positioning of the vision and priorities to team members.

- Communicating and presenting analytical insights to internal stakeholders and to senior management

- Partnering with internal stakeholders to learn, ideate, and recommend automation alternatives to service delivery associates' manual work streams

- Delivering strong support to the stakeholders with a no-limits mindset to do everything to increase retention

- Drive problem solving via story boarding and driving discussions in various forums

- Actively Improve collaboration and close-coordination with global teams across time-zones

People Management:

- Lead a team of 4-6 associates, accountable for their learning & development needs, develop their Individual Development Plan and work together to achieve objectives.

- Define their roles & responsibilities, continuously help them in prioritizing tasks and ensure optimal staffing.

- Create an inspiring team environment with an open communication culture by being approachable, providing continuous encouragement to team, identifying skill gaps and communicating term goals

- Assist managers in hiring new talent and training/coaching them so they seamlessly integrate with the team

- Retain top performers and proactively identify and manage bottom performers

- Increase productivity of team by working with tools (technical and process) that can optimize time and make process more efficient

What you'll need:

- MBA with 4-8 years of experience

- 1-2 years of people leadership exposure in directly managing a team

- Strong leadership skills to build capability within the team and collaborate with other team leads to ensure the larger goals are met

- Good command of knowledge related to Information technology, product development and its application to business

- Knowledge/experience on analytical problem solving, analytical tools

- Exposure and understanding of lean six sigma, lean diagnostics, T&M and other process improvement techniques would be a big plus

What you will get:

- Competitive salary, generous paid time off policy, charity match program, Group Medical Insurance, Parental Leave, Employee Assistance Program (EAP) and more!

- Collaborative, team-oriented culture that embraces diversity

- Professional development and unlimited growth opportunities