Vertical Head - TTL

Job Purpose :

Plan, develop and execute the strategy for the TTL business to ensure client satisfaction, revenue growth and profitability for the business unit. Ensure efficient service delivery, revenue management, operational planning, and business development through sustained delivery.

Key Responsibilities :

- End to End ownership of the Vertical

- Grow the TTL practice

- Service Delivery thru his Managers

- Work Force Management and Cost Effectiveness

- Profit Centre Head

- Liaise with NIIT Technologies service units internally to ensure client needs are met and contribute to developing solutions and products.

- Support sales agendas with the view of expanding the opportunity to include other NIIT Technologies service unit capabilities.

- Would have direct interface with the existing and prospective clients

Functional Skills :

- Knowledge of the Outsourcing domain

- Strong exposure to Back Office Travel Operations

- Strong domain knowledge and experience in back office process of Travel industry

- Ability to lead global teams

- Client relationship management

- Understanding of process management

Behavioral Skills :

- Decisions making

- Prioritization

- Analytical skills

- People management

- Excellent communication skills

Principal Accountabilities :

- Accountabilities Major Activities Key Performance Indicators

- Develop vision and strategy for the vertical

- Develop long term vision for the TTL vertical

- Develop strategy around the identified vision for the verticals

- Drive the team towards achieving the strategy

- Identify new Solutions for the market and build GTM plan around the solutions

- Growth

- Value delivered to company

Ensure that client operations are run efficiently to ensure higher profitability :

- Maintain and increase Revenues as per the budget

- Focus on efficiencies - leaner, greener and faster

- Focus on Process stabilization & sustained delivery

- Reducing operation costs

- Revenue of the Vertical

- Gross Margin of the Vertical

Ensure client satisfaction on all SLA's and given parameters :

- Deliver on client benefits through innovation and improvements

- Create plan to deliver efficiency

- Strengthen operational team as well as support functions to minimize leakages

- Build and operate a dedicated automation team

- Help appropriate and sufficient seeding in PI

- Customer Satisfaction Survey results Vs. Desired Performance Index

- Improvement through Innovation

People management :

- Focus Groups with HR and Senior leadership

- Different engagement plan for each strata of employees

- Focus on employees training and development, esp. wrt to ESAT and employee morale

- HIPO engagement initiatives to be reviewed regularly

- Cross training and skill enhancement for BU

- Support to Line HR and utilize their expertise more from a people engagement and retention perspective

- Evaluate specific tasks of each job to assure that key functions are performed effectively

- Ensure minimal staff attrition and high levels of engagement

- Employee Attrition Rate

- Employee Engagement Surveys

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