Services Head Client Operations

Roles & Responsibilities
Business Planning and review Coordinates with Account Manager for account plan (new areas of growth)
Transition Coordination
1. Plans and reviews the people, Infra, Tech requirements with the transition team in order to
finalize the target delivery model
2. Reviews and Sign off SOW/MSA to complete contractual process
3. Sign off training/certification methodology to ensure right skilling of the engagement
Operations
1. Co-ordinate resource deployment across all processes for the engagement (Size, Span,
Shift, Utilization, skill set) to ensure budget & pricing compliance
2.Idneitfy needs for training to ensure development across domain, Operations and
Behavioral
Governance Planning
Prepare Internal and External Governance model to monitor contractual compliance,
employee engagement, performance and relationship health
Performance/Talent Planning
1. Created scorecard for the engagement and flow it down to the team to ensure alignment
on engagement objective
2. Creates career development & Succession planning for direct reportees to ensure
sustainable employee engagement and motivation
Financial Review
Conducts monthly financial review with direct reportees and BU head and take corrective
actions if any
Resource Optimization
Identify and implement opportunities for work redesign, Shift utilization, staff mix, staff
utilization to meet/exceed internal financial goal
Revenue Enhancement
Validates and prepares business case for identified opportunities within existing service lines
for growth
CSAT
Engages with the key client stakeholders on areas of improvements and commits resourc
in order to enhance customer satisfaction
Domain F&A - RTR, AP AR & FP&A Strong domain knowledge in these area
Educational Requirement
Bachelor Of Commerce
Preferred Skills
BPM->Leadership - JL7B
Service Line
BPO Service Line