Infosys BPO - Lead - Client Operations & Services - F&A

Lead - Client Operations & Services-F&A

Infosys BPO Limited.

Role : Lead - Client Operations & Services

Role Designation : Lead - Client Operations & Services

Unit: Finance and Accounting

Why does the position exists :

To prepare business plan, annual budget, protect existing revenue plus revenue growth in the engagement, transition coordination, process documentation, SOW/Metric determination, process training certification WITH THE OBJECTIVE OF achieving the business objective of the engagement WITHIN norms and guidelines of Infosys

Knowledge : Domain Knowledge - Industry & Business processes

Skills required : Analytical Skills, Negotiation Skills, Leadership skills, Cross cultural skills, Presentation Skills

Required : Qualified Charted Accountant or Full time B.com +MBA with minimum 10 years of experience

Areas of Responsibilities :

- Prepares 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.

- Accountable for protection of existing revenue (A) plus revenue growth in the engagement both from existing service offerings (B1)

- Plans and reviews the people, Infra, Technology requirements with the transition team in order to finalize the target delivery model

- Provide resources to the transition team to finalize the process definition & documentation, ensures sign off across all processes in scope in order to finalize the To-Be process

- Reviews and signs off on the SOW in order to complete the contractual process

- Signs off on the training /certification methodology at the engagement level in order to ensure right skilling on engagement.

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

- 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

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

- 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

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

- Conducts periodic reviews with ops managers and drives corrective action where required in order to ensure delivery predictability

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

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

- Reviews and signs off the KM methodology in order to build effective knowledge repository for the engagement.

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

- 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

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