GBO Delivery Manager - Auto

The GBO Delivery manager would be responsible for ensuring smooth operations of GBO teams for a particular region or a group of regions or a group of services

- This role will drive SLA performance, Productivity, Utilization, HOS/MOS deployment and other continuous improvement opportunities within the defined service/s for the region/s.

- This role will actively engage with Program management office and HBS field organizations to drive newer services and ensure that existing services are being delivered in an optimal manner

- The role would be located with the GBO centre supporting the designated region/s and service/s

- Total work experience of 10+ years is mandatory

- 8+ years experience in a projects and solutions environment

- 5+ years experience in managing transitions & deliveries

- 3+ years experience leading people

- PMP certification would be an advantage

Area of Responsibility:

Service Delivery & Operational Performance:

- Work with Program management office for effective & efficient transition of identified service/s to GBO setup

- Once transitioned be responsible for all day-to-day activities of the transitioned activities along with team leader

- Ensure that all services meet the designed parameters on SLA, Quality, Escalation, Productivity & Utilization

- Work with Team leader and HBS field organization to identify and define improvement actions

- Ensure that a regular operational review is conducted with key stakeholders including HBS field and GBO Centre management

- Establish mechanism to review key operational parameters with Team lead/s on a regular basis to identify issues and work out resolution of the same

Customer Satisfaction :

- Partner with HBS Field rep and Program management office to develop and continuously improve work processes to reduce cost and increase customer satisfaction

Finance:

- Ensure that GBO teams stay within the defined cost budgets for the financial year

- Work with GBO centre head to prepare cost budget for AOP cycle

Resouce Planning:

- Ensure sufficient and necessary resoruces with required skills are being maintained in the GBO so as not to impact the SLA performance or any othe metric of performance of GBO teams

Team Building / Communication:

- Support GBO team leaders through mentoring and coaching.

- Identify and share best practices across GBO teams within and across GBO centres

Standardization:

- Participate in the development of new system/process requirements, existing tool enhancements and process changes to optimise system/process or tool utilization.

Training / Mentoring:

- Ensure that sufficient and necessary process, procedural and best practice training is being provided to all staff on a regular basis

Productivity & Cost Controls:

- Develop and support the implementation of productivity initiatives.

- Develop and support the implementation of effective capacity analysis and planning.

- Develop and support the implementation of any common framework like HOS/MOS etc.

Education level and/or relevant experience(s) : College/University degree

- Post graduation would be an advantage