Job Description

• 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