Service Head - Client Operations - SCM/Indirect Procurement Practice - BPO

Role : Service Head - Client Operations ( SCM / Indirect Procurement)

Location : Mumbai / Pune

Our Client is looking for a Services Head - Client Operations (SCM / Indirect Procurement) . The role involves Coordination and Partnering with the client. Anchors the key internal/external meetings & initiatives. Resource planning, review of process, process transformation, and manages client interactions around technical and commercial aspects with the objective identifying opportunities and implementing solution. Monitor governance adherence within the engagement and meet client & business requirements within the guidelines, policies and norms of the organisation.

Role & Responsibilities :

Business Planning : Prepare Business plan, finalize target operating models depending on vertical and nature of business of the client, recruit and deploy manpower.

Key solutions implementation : Identifying and collaborating with Solution Design / key solutions / alliances / platform groups in implementation of new solutions in the Sourcing & Procurement practice in order to differentiate service offerings on a regular basis

Contracting & Agreement : Review Master Services Agreement (MSA) / SLAs from compliance and Sourcing & Procurement Practice execution perspective

Onboarding support of new engagement / project : Designs and signs off on right metrics, best practices, best in class controls, signs off on Business Requirement document and participation in User Acceptance Testing (UAT) from Sourcing & Procurement Practice perspective.

Quality & Risk Planning : Focus on continuous improvement & innovation. Risk Assessment and Mitigation Planning, High Risk Project Reviews and Governance of complex engagements

Strategy & Road Map Definition (Domain) : Provide inputs on strategy and thought leadership at Sourcing & Procurement practice level

Client Management : Listening to and acting on customer feedback (CSAT/Engagement Feedback), Client visits, Relationship management, CSAT, Engagement Feedback, SLA management, Issue & escalation management in order to achieve high Client Satisfaction for Sourcing & Procurement Practice clients.

Initiatives and Innovation : Implement global best practices in Sourcing & Procurement Domain in similar sub processes across all engagements.

Operations Management responsibilities :

- Handle Global Operations for the client across global locations.

- Work closely with Sales and Account Management team to increase revenue

- Maintain and build contacts with stakeholders supporting the Client on Technology.

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

- Co-ordinate resource deployment across all processes for the engagement(Team Size, Span, Shift Utilization, Skill sets, technology

Requirements :

- PG in Management, with 15+ years of Experience in Strategic Sourcing, Category Management, Sourcing & Procurement Consulting, Spend Management, Procurement Services and allied areas.

- Experience of Managing Large client operations (preferably in Sourcing and Procurement space) in a BPO set up.

- Preferred Experience in Managing USD 500 Mn + Spend in Direct / Indirect Spend for large Global Clients

- Experience in and Exposure to BPO / Consulting / servicing Global Operations in Sourcing & Procurement space will be an added advantage