Role - Delivery Manager
Responsibilities
Experience in Client Relationship Management – engaging with CFOs, key client stakeholders, understanding their requirements and Outsourcer’s ability to meet them
Experience of leading large teams, located across multiple cities in India and across the world. Demonstrated skills of managing span more than 500 FTEs
Experience of Driving Digital Transformation across a portfolio of accounts
Experience of working in large organizations have matrixed structure
Demonstrates a breadth and depth of operational service delivery management expertise, preferably in an international environment
Experience in managing/supporting transitions of complex HRO projects
Domain expertise across HR domain from Hire-to-Retire (Talent acquisition to employee services, Payroll, compensation, performance management and learning & development)
Technology Insights – Sound knowledge of latest HR cloud platforms like Workday, SAP SuccessFactors, ServiceNow, Oracle etc. and automation opportunities in HR Operations
Experience in ERPs and eSourcing / Procurement Tools and Digital technologies
Talent Strategy Alignment, Capability & Skills Mapping, Process Optimization & Governance, Change Management Support, Workforce Data & Insights
Expectations from the Role:
Accountable for managing service delivery
Responsible for SLA management and customer satisfaction across one or more customers
Ensure and monitors all processes are in place to proactively protect consistent service quality, through rigorous management of change control and acceptance into service procedures
Metrics and reporting as per the program communication plan
Conduct thorough review of all components in the Project/Program Plan: scope, deliverables, time frame, and cost
Ensure Quality Management Systems are followed for delivery excellence
Participate in Finance and Technology roadmap discussions with Customer and advise on the best way forward
Drive transformation programs. Well versed with operational alignment of automation tools and technologies
Ensure proper communication between onsite, offshore and Customer teams
Help shape and plan and deliver transformation projects
Ensuring delivery of real and tangible transformation through facilitation, analysis, and delivery
Preferred Qualification:
Education: Graduate / Postgraduate in Management Studies (Specialization: Human Resource)
Experience in due diligence, solution identification, feasibility assessment, client visits
Experience of Project Management
Experience in cost estimation and pricing for outsourcing and offshoring of processes
Preferred experience in delivery, transition and/or solution design in BPS
