Our Ideal Candidate
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
- 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.
- Working closely with the Practice and Practice delivery teams to implement relevant Technology platforms as well drive RPA Adoption across the processes
- Manages contractual re-negotiations to protect business interests while at the same time maintaining customer satisfaction.
- Manage the talent pipeline within the team in conjunction with the Practice to ensure organization resilience on a short, medium, and long-term basis
- Support Account Development
Essential Skills and Experience
- 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.
- 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
