Key accountabilities and responsibilities include:
Service Delivery management
P&L accountability
Manage People and performance
Client satisfaction
Client relationship (at a Delivery level)
Account business planning and strategy (E2 and above)
Financial performance (Contribution Margin)
Transformation & Industrialised Innovation
Supporting Growth
Contract Compliance
Acts as a single point of contact for the client organization in troubleshooting and resolving all issues arising from delivery-related account activities.
Understands what it takes to manage a business and uses the insights to better understand a client’s need and position the right CG offerings in conjunction with the Practice to bring value to the client.
Ensure implementation of best practices in the areas of People, Process, Technology, and Controls in conjunction with the Practice Teams (Process and Technology).
Working closely with the Practice to deliver all Transformation & Innovation projects as agreed
Working closely with the Practice & Practice Delivery team to arrive at new opportunities for better efficiency to the client using Capgemini’s ESOAR (Eliminate, Standardize, Optimize, Automate, Robotize) methodology underpinned by ‘5 Senses of Intelligent Automation.
Primary Skills
14–16 years of proven experience in HR Services and Outsourcing in a global complex/matrix environment.
Should have led large client delivery/portfolio delivery in the HR Service space
100-500 FTEs
Strong People/Performance management experience
Good experience in delivering Transformation projects for clients including Automation using Industry Tools and Robotic Process Automation (RPA)
Focused on customer value and improvement of overall customer experience (C-SAT, internal quality processes).
Leadership skills in a multicultural environment, cultural sensitivity, and ability to work internationally.
Secondary Skills
Proven experience in a global complex BPO environment.
Ability to influence senior business stakeholders at the client end.
Strong relationship building, communication, and influencing skills.
Ability to bring innovation to challenges and overcome problems and obstacles as they arise and act and produce desired outcomes with limited direction.
Strong relationship building, communication, and influencing skills.
Leading single large account/multiple accounts in a matrix reporting relationship
Prior experience in a Multinational Organisation or BPO work culture
