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
4. 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
5. Created scorecard for the engagement and flow it down to the team to ensure alignment
   on engagement objective
6. 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