ACS Solutions - Director/Senior Director/Head - Work Force Management - IT Solutions/Services

Company Description

ACS partners with enterprise customers to help them succeed in their business and technology transformation initiatives. ACS brings in expertise in domain consulting, digital technologies, and large-scale workforce transformation services.

With revenues of about $1.7B and a deep pool of more than 21,000 consultants & employees, ACS continuously differentiates itself as a trusted partner to scale large programs. The company currently serves healthcare, telecom, technology, manufacturing, financial services, logistics, utilities, and public sector markets across the globe.

The IT solutions division has been growing at an annual rate of greater than 20% and has built expertise in cloud technologies, data & AI, digital platforms development, automation and security services. Clients take advantage of ACS increased scale and broader range of capabilities to enable a faster and more flexible digital transformation journey. This in turn helps clients improve productivity and time-to-market, allowing for greater innovation and increased competitiveness.

The IT solutions business has multiple sales and delivery centres across the globe. The key delivery centres are located at

- US - Atlanta, Minneapolis

- Mexico - Monterrey

- Taiwan - Taipei

- India - Hyderabad, Chennai, Noida

Position Description

Position Title Director / Sr. Director - Head of WFM

Location Hyderabad

Position Summary :

- The Director- WFM will have overall responsibility for leading the WFM strategy including forecasting, technical capability enhancement, resource allocation, bench management, fresher management, resource transfers etc., for multi-site teams spread across multiple locations (Noida, Hyderabad, and Chennai) comprising of ~3000 members.

- The leader will be responsible for developing an efficient, client-centric operating model built on the foundations of best-in-class delivery practices. This leader will ensure successful continuity of service to clients and own end-to-end WFM for all the accounts managed within the scope.

- The leader has a primary objective to direct, manage, and supervise all activities and resources related to the Workforce department. This role will have the responsibility to ensure that all members of the team are focused on the delivery of company financial goals, and client operational expectations.

- The leader will need to possess strong interpersonal and collaboration skills, as s/he will be working closely with multiple business lines, US based P&L heads, Sales, Talent Acquisition teams, external vendors, suppliers etc.

Specific Responsibilities:

- Strategic pool management and effective re-deployment of the project ramped down associates.

- Improve forecasting and tracking of the demand globally.

- Generate career growth opportunities for internal associates through IJP (Internal job posting) and other organizational initiatives.

- Strategize and develop new resource supply channels to fulfil un-forecasted demand

- Working with stakeholders such as Delivery Managers, in order to understand the skills and areas for development for all assigned resources and upcoming opportunities

- Reporting to Stakeholders on fulfillment of Critical accounts

- Enable internal Build pipeline for Niche skills

- Bench Management and project ramp up with defined timelines.

- Training employees on their roles and responsibilities within the overall resource management process, and the usage of the resource management systems in line with process

- Drive client satisfaction through achievement of service delivery targets, and operational excellence for all delivery operations for a 2000+ member delivery team based in the India (Hyderabad, Noida and Chennai)

- Develop and monitor KPIs and metrics in line with the global business targets to own and ensure appropriate staffing and effective utilization of manpower, resulting in superior value and results across all delivery service lines for sites in the India region

- Design, develop, build, buy an effective workforce management solution which provides the necessary data analysis and dashboarding capabilities, and superior information to all stakeholders.

- Ramp up and upskill the delivery teams in line with business requirements, ensuring hiring and onboarding of resources within budget and timelines

- Lead, motivate, and develop a high-performance workforce, championing a climate that is conducive to attracting, retaining, and engaging top-quality professionals for the company.

Ideal Candidate - Functional & Leadership Skills :

Pivotal Experience & Expertise - Delivery leadership at scale - Experience leading and managing a multi-site delivery organization, preferably across multiple locations with a focus on next generation digital solutions and services spanning significant size, scale and complexity. Exposure of having led engineering/product development activities will be desirable

- Operations management - Demonstrated success in driving delivery operations rigor with a disciplined management cadence, hands-on ability to lead complex activities across offerings, contracts, and service delivery

- Change management - Skilled at leading large-scale change management/transformation efforts, which have involved envisioning and executing on novel/efficient delivery models in a rapidly evolving business environment

- People and Team Leadership - Experience in managing large teams and to attract, retain and develop a strong pipeline of talent while creating an atmosphere of trust and mutual respect

- Stakeholder Management - Exposure to working in a multi-stakeholder environment, delivering value and managing customer relationships at the highest levels, acting as an advisor and managing client priorities.

- Culture Impact - Passion & Drive: A leader with significant passion, drive, energy level and ambition. He/she must be highly motivated, goal-oriented, and pragmatic, with an urge to outperform.

- Result Orientation: Strong result orientation, with a sharp focus on setting strong performance benchmarks and driving teams to deliver superior performance.

- Collaboration: Encourages an environment of collaboration and positively challenges / influences established practices to nurture a superior delivery organization

- Resilient & Agile: Resilient demeanor, agility in working style, and an appetite to take on ambitious goals.

Leadership Capabilities :

- Customers First: Understand & Shape customer needs. Create distinctive value for customers. Build deep customer relationships.

- Shape Strategy: Anticipate & interpret market changes. Envision the future. Decide strategic priorities.

- Inspire & Influence: Co-Create Meaning and Purpose. Engage and Energize the Organization. Lead through influence.

- Build Talent & Teams: Develop Leaders. Build and develop teams. Strengthen organizational capability.

- Drive for Results: Drive execution. Continuously improve the core. Reallocate resources at pace.

- Disrupt & Challenge: Create possibilities from new thinking. Generate disruptive change. Experiment.

- Lead Innovation: Lead change. Collaborate across boundaries. Scale and invest in new ideas.

Agility & Potential - Foresight: Solve complex problems. Develop creative solutions. Thinking Dexterity.

- Learning: Self-awareness. Curious and Open Minded. Courageous.

- Resilience: Purpose & Integrity. Ownership mindset. Persist and sustain energy.

- Adaptability: Authenticity. Empathy. Flex & Transform.

Education & Experience - Education: Post Graduate degree in related discipline (Computer Science, Engineering, Business)

- Experience: 16 to 25 years management experience within IT Workforce management group is mandatory.

- Client relationship, sales, and delivery management is preferred.