Senior Lead - Client Operations & Services

• Prepares and adheres to internal and external governance model in order to track and monitor contractual compliance, employee engagement, performance and relationship health
• Creates the scorecard for the engagement and ensure flow down for the team, in order to align the team with the engagement objectives
• Anchors the key internal and external governance meetings, Monitors adherence within engagement in order to sustain delivery predictability
• Oversees and manages day to day operations delivery by Operations team (consisting of Mangers, Team Leads, Specialists and Team members) and ensuring deliverables towards the client are met.
• Oversees resource deployment across all processes for the engagement (Team Size, Span, Shift Utilization, Skill sets, technology rollout) in order ensure budget & pricing assumptions compliance.
• Conducts periodic reviews with Operations Managers and drives corrective action where required in order to ensure delivery predictability. Prepare and publish MIS and other information needed for both internal and external stakeholders either at given frequency or pro-actively based on project requirements.
• Signs off on the service quality plan including the quality control, assurance and improvement in order to create a comprehensive quality program for the engagement
• Engages with the key client stakeholders on areas of Improvements and commits resources in order to enhance customer satisfaction
• Provides subject matter and domain expertise for the functions being services for the client, brings about Process and Productivity Improvements in coordination with internal teams and per client and organization targets.
• Works in coordination with technology group who support the project and manages the requirement gathering, testing, sign off and UAT from the client for the changes in the processes.
  Financial, Revenue, Business growth related:
• Accountable for protection of existing revenue plus revenue growth in the engagement both from existing service offerings
• Works on the annual budget and business plan aligned with corporate / divisional objectives for the engagement,
• Coordinates with the account manager for the account plan (New areas of growth), in order to achieve the business objective of the engagement.
• Validates and prepares business case for identified opportunities within existing service lines for growth
• Discuss and plan for foray into new services in order to meet business objectives
• Identifies opportunities for work redesign, work flow enhancement, shift utilization, Staff mix, staff utilization in order to meet / exceed internal financial goals
• Experience in multi country payroll processing will be an advantage
• Experience on Payroll systems such as ADP Streamline, Celergo, SAP Payroll, CGI, Lessorlon, Decidium or Dayforce will be added advantage
• Six sigma green belt trained will be preferred
• Exposure to WFM tools would be a plus.

Education: MBA

• Preferred skills: BPM->Leadership
• JL6A