Infosys BPO - Lead - Client Operations & Services - LLB/LLM

What are we looking for in you :

Educational Requirements (Must have)

- BA LLB/LLM with at least 10 years of Experience

Work Experience

- Deep domain knowledge of US Laws (including taxation laws)

- Exposure of managing global engagement of 100 FTE team

- Has been in a client facing role

Good to have :

- Should have exposure on working on Transformation/Lean Six Sigma projects

- Exposure of working on citation projects for US market

About the practice :

Infosys has a well-established LPO shared services and Centre of Excellence. Some of the services provided by the shared services to our clients are:

- Legislation Tracking

- Compliance & Regulatory Services

- Legal Research

- e-discovery

- document review

Role: To prepare business plan, annual budget, protect existing revenue plus revenue growth in the engagement, transition coordination, process documentation, SOW/Metric determination and process training certification with the objective achieving the business objective of the engagement within norms and guidelines of Infosys

Responsibilities

Operations Management:

- Prepares 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 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

- 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.

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

- Accountable for metrics like Employee Satisfaction and Attrition.