Job Description
Inviting applications for the role of Vice President- Global Operating Leader
The Global Operating Leader is responsible for the overall service delivery management for all the service lines of F&A (viz. PTP, OTC and RTR). You will be the key point of contact for GBS and Business for any service delivery related escalations management. This role acts as the SPOC for all the service in - Genpact process.
The role of Global operating leader includes liaising with business and GBS, understanding their expectations and updating the Genpact service lines teams and providing guidance to meet the expectations.
The role will work in conjunction with operational teams, internal and external stakeholders to ensure service delivery, transformation and change management
Responsibilities
Service Delivery management
Managing the service delivery and ensuring that the agreed service levels are met
Set up a strong governance model in place with internal & external stakeholders
Working as a point of contact for Escalation related to service delivery
Leading the steering committee meetings and providing updates to all the relevant stakeholders about any changes
Responsible for people leadership and driving, engaging and motivating the team
Reviewing and approving Resource planning and staffing
Ensure client happiness and successful external & internal audit
Help promoting diversity, inclusion, and employee engagementacross global teams, and developing a strong leadership pipeline
Expand the role's financial focus to include managing cost-to-serve ratios, EBITDA impact, and driving profitabilityfor service lines.
Explicitly include data analytics and AIas a core responsibility for decision-making, operational efficiency, and predictive performance optimization.
Contract Management
. Lead contract renewal discussions and drive closure
. Discussing and finalizing the FTEs billing
. Responsible for reviewing and finalizing addition of scope
. Ensuring governance over contractual productivity delivery
Cross functional collaboration
. Working closely with LDT, Knowledge Management, Transition, ERC teams to drive the transformation, Resource learning and developments, ongoing knowledge transfers, and Audit compliances in the process
Key Competencies:
- Strategic Vision & Execution along with Problem-Solving attitude
- Innovation & Digital Proficiency
- Client-Focused Innovation & Relationship Management
- Financial Acumen Operational Efficiency & Process Improvement
- People Leadership & Culture Development
- Technological & Digital Proficiency - AI and Data-Driven Leadership
- Risk Management & Governance Compliance
Qualifications
Minimum qualifications
- Bachelor's degree in business, Operations Management, or a related field MBA or equivalent preferred.
- Relevant years of experience in the outsourcing or BPO industry, with experience in a senior global operations role.
- Demonstrated expertise in managing large-scale, multi-regional service delivery teams.
- Strong understanding of digital transformation, automation, and operational technologies.
Preferred qualifications
- Relevant work experience in overall F&A across RTR, PTP, OTC domains
- Experience with Lean, Six Sigma, or similar process improvement methodologies
- Very good written and verbal communication skills
- Proficient in MS Office applications, especially in MS excel, PowerPoint Presentation
- Good analytical and problem-solving skills and ability to balance team and client discussions
- Exceptional leadership, communication, and client relationship management skills.
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