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Services Head
2 months ago
We are seeking an experienced Services Head to join our team at JobRialto. As a key member of our operations team, you will be responsible for ensuring the site delivers to contractual requirements, including Service Level Agreements (SLAs), talent attraction and retention, and building strong working relationships with client stakeholders.
Key Responsibilities- Manage site forecast plans, capacity optimization, resource productivity, and quality monitoring
- Enhance a culture of adopting at speed to business changes, lead/support transformation initiatives, and collaborate with enabling functions
- Own the Profit and Loss (P&L) for the site, ensuring costs are controlled and revenue is enhanced
- Prepare the annual budget and business plan aligned with corporate/divisional objectives
- Plan and review people, infrastructure, and technology requirements with the transition team
- Provide resources to the transition team to finalize process definition and documentation
- Sign off on training/certification methodology to ensure right skilling on engagement
- Coordinate resource deployment across all processes for the engagement
- Identify training needs for operation managers and sign off on the engagement
- Prepare internal and external governance models to track and monitor contractual compliance, employee engagement, and performance
- Sign off on the service quality plan, including quality control, assurance, and improvement
- Create the scorecard for the engagement and ensure cascade to the team
- Create career development and succession planning for direct reports
- Conduct periodic reviews with ops managers and drive corrective action
- Ensure compliance to the governance model and build long-term relationships with stakeholders
- Conduct monthly financial reviews with direct reports and BU head, taking corrective actions
- Anchors key internal and external governance meetings, monitoring adherence within engagement
- Reviews and signs off the Knowledge Management (KM) methodology
- Approves resources for process reengineering, validates results, and manages client interactions
- Validates and prepares business cases for identified opportunities within existing service lines for growth
- Partners with the client to identify opportunities and implement solutions to impact client business metrics
- 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 strong personal presence
- Numerate and analytical with the ability to identify insightful data and trends
- PMP or other Project Management Certification
- Six Sigma Training or certification
- Bachelor's degree or foreign equivalent required from an accredited institution
- At least 14 years of experience related to the job description
