Services Head - Client Operations

Job Description

Services Head Client Operations

The Services Head Client Operations is responsible for the site to deliver to contractual requirements as agreed with the client that include SLA’s, attract and retain talent, work closely with client stakeholders on site and build strong working relationship.

The Services Head -Client Operations is also responsible to manage site forecast plans, capacity optimization, resource productivity and quality monitoring and other performance indicators.

Responsibilities also include enhancing a culture of adopting at speed to business changes, lead / support transformation initiatives, collaborate with enabling functions that include Corporate Quality, Compliance, HR / TA, L&D, Transformation and Technology teams.

The Services Head should have good understanding of financials and ensure the costs are controlled and revenue enhanced with new opportunities to deliver services to the clients and thereby own the P&L for the site.

Nature of the opportunity :

The client is a leading Hitech account that offers cloud and software platforms. Infosys is the partner to manager end to end revenue operations for this client.

Areas of Responsibility including but not limited to :

• Prepares the annual budget and business plan aligned with corporate / divisional objectives for the engagement.
• Plans and reviews the people, Infra, Technology requirements with the transition team.
• Provide resources to the transition team to finalize the process definition & documentation.
• Signs off on the training / certification methodology at the engagement level.
• Signs off on the training / certification methodology at the engagement level to ensure right skilling on engagement.
• Co-ordinates resource deployment across all processes for the engagement.
• Identifies training needs for operation managers and signs off on the engagement.
• Prepares internal and external governance model to track and monitor contractual compliance, employee engagement, and performance.
• Signs off on the service quality plan including the quality control, assurance and improvement.
• Creates the scorecard for the engagement and ensure cascade to the team, to align the team with the engagement objectives.
• Creates career development & succession planning for direct reports, reviews the career development methodology for the engagement.
• Conducts periodic reviews with ops managers and drives corrective action.
• Ensures compliance to the governance model and builds long term relationship with stake holders
• Conducts monthly financial review with direct reports and BU head, takes corrective actions.
• Anchors the key internal and external governance meetings, Monitors adherence within engagement in order to sustain delivery predictability.
• Reviews and signs off the KM methodology in order to build effective knowledge repository for the engagement.
• Approves resources for process reengineering, validates the results and manages client interactions.
• Validates and prepares business case for identified opportunities within existing service lines for growth.
• Partners with the client to identify opportunities and implement solutions to impact client business metrics.
• Validates and prepares business case for identified opportunities within existing service lines for growth, Discuss and plan for foray into new services.
• Engages with the key client stakeholders on areas of Improvements and commits resources.
• Prepares the engagement team for self-assessment, actively participates in independent assessments to ensure delivery predictability for the engagement.

Essential Qualifications :

• Experienced senior management professional, with a minimum of 12 years of experience.
• Experience handling P&L responsibility.
• Strong credentials as an influencer and organizational leader.
• Experience with day-to-day management of complex escalations and issues in a shared services environment.
• Excellent communication skills with a very strong personal presence; can influence, persuade and negotiate.
• Numerate and analytical with the ability to identify insightful data and trends

Preferred Qualifications :

• PMP or other Project Management Certification
• Six Sigma Training or certification

Required Skills :

• Self-starter with the desire to work in a challenging, fast-paced and unstructured environment
• Time management & organizational skills must be fully developed
• Ability to work on own initiative and demonstrate proactive competencies
• Proven team working skills, cross group collaboration and the ability to see the big picture’

Basic Qualifications :

• Bachelor’s degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
• At least 14 years of experience related to the job description

Note : Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa (H1B or otherwise)

The job entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone, email or face to face.

About Us :

Infosys BPM Limited, a wholly owned subsidiary of Infosys Limited (NYSE : INFY), provides end-to-end transformative business process management (BPM) services for its clients across the globe.

The company’s integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines, and address business challenges for its clients.

Utilizing innovative business excellence frameworks, ongoing productivity improvements, process reengineering, automation, and cutting-edge technology platforms, Infosys BPM enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.

Infosys BPM has 45 delivery centers in 16 countries spread across 5 continents, with 57,694 employees from 111 nationalities, as of March, 2024.

The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like the Outsourcing Center, SSON, and GSA, among others.

Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years.

The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices.

The company’s senior leaders contribute widely to industry forums as BPM strategists.

EOE / Minority / Female / Veteran / Disabled / Sexual Orientation / Gender Identity / National Origin

Infosys is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.