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J ob Title : Deputy General Manager - Shared Services
Location : Chennai, India
Work Hours
Public and festive holidays will follow Australian calendar.
Job Summary
Deputy General Manager – Shared Services is responsible for leading end-to-end delivery for international shared services operations. This role owns customer delivery, operational excellence, financial performance, client engagement, and building the capability . . The incumbent acts as the primary account owner, ensuring high Quality(99.5% and above) while driving productivity, gross margin, NPS and identifying the growth opportunities
Roles & Responsibility
Delivery Ownership:
Own end-to-end delivery for assigned international client accounts.
Serve as the single point of accountability for operational performance.
Lead governance reviews with customers and internal leadership.
Drive service excellence while ensuring operational stability.
Build trusted relationships with client stakeholders across operational and leadership levels.
Conduct Weekly, Monthly and Quarterly Business Reviews.
Understand evolving customer requirements and translate them into operational improvements.
Proactively manage customer escalations and ensure timely resolution with in TAT
Drive NPS and long-term partnership growth.
100% achievement of Service levels and KPI's
Identify and drive automation opportunities and achieve efficiency gains.
Drive quick ramp-up and onboarding for new business.
Experience in handling transition for international customers.
Identify new business opportunities, Provide Solutions to new opportunities.
Develop delivery capabilities aligned to future customer requirements. ( Process Maturity, Cross skilling, Develop SME's and Next Gen leads)
Work as Coach for leads and team ( Performance management, improve employee engagement and ESAT, implement the R&R programs, Succession Planning, etc)
Drive Risk Management (ISMS, PIMS, Internal and external audits, compliance requirement)
Experience leading large-scale engineering delivery programs.
Experience in handling Fixed Access and core Networks
Educational Qualification & Experience
Bachelor’s degree in computer science, Telecommunications or a related discipline or equivalent experience.
PMP or ITIL or Lean Six Sigma certifications preferred
15–20 years of experience in international delivery / Shared services
Experience managing international clients across multiple geographies.
Demonstrated ownership of large-scale operations with financial accountability.
Experience leading transitions, process transformations, and capability development.
