Infosys BPM - Lead - Client Operation & Services - GIS Mapping & Navigation

Infosys BPM

Infosys BPM focuses on integrated end-to-end outsourcing and delivers transformation benefits to its clients through reduced costs, ongoing productivity improvements, process re-engineering and automated processes using business rules. Today's operational landscape is quite complex. Business processes are critical in achieving the company's goals and any limitations will lead to lesser agility and to lose its competitive edge.

Role Designation: Lead Client Operation & Services

Domain: GIS Mapping & Navigation

Location: Hyderabad, India

Role Purpose: To perform competitor analysis for the segment of account, client introduction, provide analysis and ground intelligence, prepare customer maps of named customers, support the engagement manager in contract negotiations, to identify right contacts in the client organizations and to inform IBU/ HBU engagement manager about customer complaints on project delivery WITH THE OBJECTIVE OF leveraging Infosys' first-hand experience against competitors, demonstrating business value to the client, growing accounts and minimizing revenue leakage WITHIN the boundaries of company policies and guidelines.

Responsibilities:

Operations Management:

- Prepares and adheres to internal and external governance model in order to track and monitor contractual compliance, employee engagement, performance and relationship health

- Creates the scorecard for the engagement and ensure flow down for the team, in order to align the team with the engagement objectives

- Anchors the key internal and external governance meetings, Monitors adherence within engagement in order to sustain delivery predictability

- Oversees and manages day to day operations delivery by Operations team (consisting of Mangers, Team Leads, Specialists and Team members) and ensuring deliverables and SLAs towards the client are met.

- Oversees resource deployment across all processes for the engagement (Team Size, Span, Shift Utilization, Skill sets, technology rollout) in order ensure budget & pricing assumptions compliance.

- Conducts periodic reviews with Operations Managers and drives corrective action where required in order to ensure delivery predictability. Prepare and publish MIS and other information needed for both internal and external stakeholders either at given frequency or pro-actively based on project requirements.

- Signs off on the service quality plan including the quality control, assurance and improvement in order to create a comprehensive quality program for the engagement

- Engages with the key client stakeholders on areas of Improvements and commits resources in order to enhance customer satisfaction

- Provides subject matter and domain expertise for the functions being services for the client, brings about Process and Productivity Improvements in coordination with internal teams and per client and organization targets.

- Works in coordination with technology group who support the project and manages the requirement gathering, testing, sign off and UAT from the client for the changes in the processes.

Financial, Revenue, Business growth related:

- Accountable for protection of existing revenue plus revenue growth in the engagement both from existing service offerings

- Works on the annual budget and business plan aligned with corporate / divisional objectives for the engagement,

- Coordinates with the account manager for the account plan (New areas of growth), in order to achieve the business objective of the engagement.

- Conducts monthly financial review with direct reportees and Services Head, takes corrective actions in order to ensure meeting of business plan objectives

- Validates and prepares business case for identified opportunities within existing service lines for growth, Discuss and plan for foray into new services in order to meet business objectives

- Identifies opportunities for work redesign, work flow enhancement, shift utilization, Staff mix, staff utilization in order to meet / exceed internal financial goals

People Management:

- Identifies training needs for operation managers and signs off on the engagement training plan in order to ensure competency development across domain, operations and behavioral.

- Creates career development & succession planning for direct reportees, Reviews the career development methodology for the engagement in order to ensure sustainable employee engagement & motivation in the engagement.

- Identifies key personnel and keep them motivated

- Accountable for metrics like Employee Satisfaction and Attrition.

Transformation Projects:

- Lead and participate large-scale transformation projects.

- Work proactively with Client stakeholders to refine their current business processes or develop a new operating model in line with competitive and market forces.

- Also identify strategic capabilities needed to create and sustain one or more sources of competitive advantage. These capabilities may come in the form of process, information technology, organization enablement, or knowledge.

- They identify best practices and client performance gaps, if any. Use tools to identify, align, and change the factors that affect performance, stability, and teaming and develop comprehensive transformation recommendations.

What are we looking for in you:

- Exposure of managing global engagement of 200+ FTE team with focusing on their engagement and performance including the recruitment

- Exposure in content production (Map related processes) activities for large projects/programs within budget, quality and delivery standards in geospatial domain.

- Exposure of managing business in geospatial domain for bigger clients

- Exposure in pre-sales estimation, building PoCs and pilots, project planning, client presentation and close interactions

- Exposure of managing P&L

Educational Requirements (Must have)

Graduate with 12 years of experience in Mapping Domain experience

OR

Post Graduate with 10 years of experience in Mapping Domain experience

If interested, kindly share your updated resume at along with below details 

Full Name:
Total Experience into GIS Domain:
Total Experience into Navigation Project:
Team Size Handled:
Current CTC:
Expected CTC:
Notice Period:
Current Location:
Re-location to Hyderabad (If non-local):

Laxman Shaw
Talent Acquisition Specialist
Mobile: +91, 8088309089
Infosys BPM Ltd.