Gartner - Manager - Service Operations - Business Transformation

Objective : Manage projects driving business transformation/process improvements across different BU's in the organization

Examples projects :

- Analyze and identify activities/processes that are potential candidates for offshoring

- Drive pilots to prove the value proposition and institutionalize the same across the organization

- Institutionalize best practices for smooth functioning of new processes

- Come up with new ideas / innovations to start new pilots and convert them into full-blown programs

- Set up process to drive real time action oriented support on multiple high priority issues running at the same time for end customers

- Conduct root-cause analysis to manage high volume requests/issues via different methods like automation, self-service, usability/design changes

- Prepare management information report, identify trends/patterns and come up with recommendations to improve the service

- Process management and improvement to be able to manage workload using Lean principles; come up with system improvement recommendations; drive programs to implement the same

- Create and update knowledge repository for recurring issues

- Manage vendor as per agreed terms and contractual obligations; help in vendor team recruiting

- Strong communication skills to be able to build relationships and coordination across multiple client teams; Manage escalations for time-sensitive issues

- Manage a team of around 10 analysts/associates; Train and coach new hires

Education :

- Bachelor's degree in science / engineering. Masters preferred

- Knowledge or interest in Information technology and its application to business

- Knowledge or application of analytics, statistics

Professional experience :

- Overall 5+ years of experience

- Experience in consulting preferred

- 2-3 years experience managing a team that works on a high volume of requests requiring quick turnaround

- 2-3 years of data analytics experience

- Microsoft Office expertise

Other competencies :

- Strong communication and collaboration skills to be able to work effectively in a global environment

- Analytical thinker with experience in deriving business insights from structured and unstructured data (both quantitative as well as qualitative)

- Detail-oriented with high personal standard for quality

Important :

Please do include current and expected CTC in your cover note for faster response