Head of Client Services

Services Head – Client Operations

The Services Head – Client Operations is responsible for the site to deliver to contractual requirements as agreed with the client, which include SLAs, attracting and retaining talent, working closely with client stakeholders on-site, and building strong working relationships.

The Services Head – Client Operations is also responsible for managing site forecast plans, capacity optimization, resource productivity, quality monitoring, and other performance indicators.

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

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

Nature of the Opportunity:

The client is a leading Hi-tech account that offers cloud and software platforms. Our company is the partner to manage end-to-end revenue operations for this client.

Areas of Responsibility including but not limited to:

1. Prepares the annual budget and business plan aligned with corporate/divisional objectives for the engagement.
2. Plans and reviews the people, Infra, Technology requirements with the transition team.
3. Provides resources to the transition team to finalize the process definition & documentation.
4. Signs off on the training/certification methodology at the engagement level to ensure right skilling on engagement.
5. Coordinates resource deployment across all processes for the engagement.
6. Identifies training needs for operation managers and signs off on the engagement.
7. Prepares internal and external governance model to track and monitor contractual compliance, employee engagement, and performance.
8. Signs off on the service quality plan including quality control, assurance, and improvement.
9. Creates the scorecard for the engagement and ensures cascade to the team, to align the team with the engagement objectives.
10. Creates career development & succession planning for direct reports, reviews the career development methodology for the engagement.
11. Conducts periodic reviews with ops managers and drives corrective action.
12. Ensures compliance with the governance model and builds long-term relationships with stakeholders.
13. Conducts monthly financial reviews with direct reports and BU head, takes corrective actions.
14. Anchors the key internal and external governance meetings, monitors adherence within engagement to sustain delivery predictability.
15. Reviews and signs off the KM methodology to build an effective knowledge repository for the engagement.
16. Approves resources for process reengineering, validates the results, and manages client interactions.
17. Validates and prepares business cases for identified opportunities within existing service lines for growth.
18. Partners with the client to identify opportunities and implement solutions to impact client business metrics.
19. Engages with the key client stakeholders on areas of improvements and commits resources.
20. 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.

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