Head - Corporate Services - KPO/BPO/IT

JOB PURPOSE

The principle purpose of the job holder's role is to lead the India based elements of the Group's shared IS, Finance and HR functions ensuring that processes and services meet individual division's and the Group's evolving needs.

They will be expected to be a leading contributor and be regarded as a peer by their UK counterparts. To do that they will need to be an excellent communicator and influencer, experienced process manager and be flexible to travel to the UK. In addition, they will be a strong people manager who coaches and develops their team leaders to create a continuous culture of improvement.

The individual will also be part of the Senior Management Team at and be responsible to ensure that the contribution to the Group is significant.

MAIN RESPONSIBILITIES

- Business Transformation - Devise and lead appropriate business change and transformation, demonstrating sound commercial judgement and strong stakeholder engagement.

- Wholly responsible for leading and increasing the capability of the IS, Finance and HR shared services and for recruiting and developing high performing resources

- Deliver operational excellence ensuring robust processes and systems are in place.

- People development - develop the capability of functional heads and their staff, motivate them in the pursuit of goals

- Programme and project delivery

- Stakeholder relationships - be a valued senior manager across the Group

- Challenging owners on end to end processes to make improvements

- Ensuring that appropriate Key Performance Indicators (- KPIs- ) are agreed, communicated and met, with interventions made where performance shows signs of deteriorating

- Member of the Indian senior management team

- Accountable for the choice of processes, working practices and technical environment which underpin successful software delivery

- Responsible for achieving and maintaining appropriate International standards

- Responsible for positive outcomes from the both the projects delivered and engagement with a global customer base

KNOWLEDGE, SKILLS & EXPERIENCE

- Ability to influence at Group Executive level through understanding of different business models, expertise within IS and strong influencing skills to steer solutions and conflicts of priorities without full authority to mandate approaches

- Experience of negotiating with and managing suppliers to get the best terms and performance.

- Experience in leading, managing and motivating technical and functional people dispersed across geography and with different cultures. Must have worked with US/UK or European stakeholders in the past.

- Proven strategic and tactical/operational management capability. Must have the ability to progress into a more senior role.

- Must have a stock of experience related to implementing improvement projects with good examples of the importance of the role they played in the exercise

- Solid management and project management skills, including a track record of recruiting, managing and developing talent.

- Knowledge of systems, hardware, software, regulatory requirements and best practices in management of IS and support services functions. Will have some specialist knowledge and be comfortable in the world of Finance and/or HR and/or Business Processing and/or Customer Technical Support.

- Overall, this person must be comfortable with the process of continuous improvement and the resulting challenges of change which result.

COMPETENCIES

The candidate should demonstrate the following competencies:

Change Leadership

- Ability to guide a critical business function through transformational change.

- Change manager - good planning and organisational skills, numerate with the capability of both being a source of ideas and being able to action them

- Must be able to sell change & improvement to their own teams

- Business champion who balances the needs to the shareholder, with the customer and with the employee

Judgement and Decision Making

- Makes high quality decisions within necessary timescales through evaluation of relevant data, considering options and reaching unbiased logical conclusions.

- Prepared and interested to understand the detail whilst maintaining a strategic overview.

Leadership

- Ability to guide, facilitate, challenge and empower the debate of critical issues, leveraging all peer and team members- skills and knowledge to achieve consensus and deliver results.

- Strong manager and aspirational leader of people

- Ability to create and replenish highly performing teams

- Champion of productivity

- Champion of creating opportunity for people to develop and progress

- Able to solve problems and help others to solve problems

Results Orientation

- High levels of drive with a passion for results, motivated by demanding business challenges. Able to constructively challenge peer and team members- thinking on current strategy and approaches to achieving longer-term results.

- Demonstrate resilience

Engaging and Inspiring

- Excellent communication and interpersonal skills and through self-assured personal style and presence inspires commitment from others.

- Excellent written and verbal with a good telephone manner

- Succinct and to the point

- Clear in their argumentation

- Able to talk to RM's customers to deal with escalations and customer feedback

- Demonstrate a real passion for continuous improvement

KEY RELATIONSHIPS

CFO, heads of internal functions, divisional and business unit MDs and executive team members in the UK and India

Group Executive Committee

Line managers throughout Corporate Services and within each division supported

External suppliers