CEO/India Head - CoE Strategy - IT

CEO/India Head - IT MNC

Given below the Leadership position details with one of the world's largest pure-play quality assurance company. It is a MNC Organisation.

Position - CEO/India Head

Organisation is looking for an experienced, Hands on Leader to strategize, drive and scale up our CoE in India

Role is based in Noida/Bengaluru. Reporting to the Global MD, based outside India.

Job Summary : 

Own the development and execution of the CoE strategy with a focus on effectively building and maintaining strong, collaborative internal and external relationships, while owning responsibility for planning, prioritization and execution of strategic and tactical priorities. The incumbent in this role will be responsible for delivery of services, programs, projects, CoE initiatives across various Industry verticals, Strategic business units and Customers, while developing Technology competencies within the talent pool.

Essential Duties and Responsibilities: 

Strategy and Execution : 

1. Collaborates and/or serves as liaison with numerous internal partners (such as Marketing, Finance, People Teams, Legal) and other stakeholders to develop and implement complex solutions that drive improvements to customer and employee experience, improving the experience for customers and employees with focus on operational efficiency

2. Identifies specific areas of opportunity across the business for enhancing our customer experience, obtaining and understanding customer analytics, diagnosing improving customer experience best practices across the organization and determines how to best leverage into the overall business; Learn from best in class customer strategies where appropriate Manages end-to-end delivery of multiple key projects that will have a positive impact on churn targets

3. Work with disparate data sets to integrate information, identify trends and opportunities that results in actionable opportunities for the company

4. Develops site and staffing strategies that optimizes resources across offshore projects

Leadership and Planning : 

1. Advocate on behalf of customers, employees, and the contact center organization for all relevant initiatives; including company-wide efforts, using data, performance, and impact analyses to drive continuous improvement and mitigate operational risk

2. Build and maintain successful collaborative partnerships with leaders across the company and CoE to achieve business objectives

3. Serve as an engaged leader and role model to the team, providing coaching and development, while creating a strong culture of engagement, collaboration, innovation, diversity and inclusion

4. Drives continuous improvement to efficiency and quality performance

5. Works across the company to ensure integration with other key business processes and initiatives

6. Works with onshore teams to model pilots and monitor results to help develop go-forward tools and strategies

7. Manages the company's relationships with local Government and regulatory bodies.

You have : 

1. A proven track record of leading an Offshore QA/ Testing delivery unit globally, owning customer interactions, quality of work and implementation of best practices

2. Experience managing regional delivery operations for global business units, interlocking on people priorities, P&L management and competency development

3. Understanding of all aspects of software testing like load testing, performance, functional etc. through manual / automated approaches

4. Strong interpersonal and relationship skills

5. Extensive analytical and problem-solving skills

6. Strong project management skills; working knowledge of group infrastructure

7. Expert-level communication and presentation skills, both verbal and written

8. Ability to influence change across internal teams, stakeholders, partners and leadership

9. Capable of developing high-performing teams and building a strong talent

10. Able to effectively prioritize work and manage competing priorities