Infosys BPO - Sr Operations Manager - Transformation Lead - Spend & Data Analytics

Transformation Lead- Spend & Data Analytics - Senior Operations Manager

Purpose of the Role :

Coordinates with the transition team, plans and monitors the resource deployment, reviews the daily dashboards, staffing plan, work allocation and interacts with the client with the objective to deliver target delivery model, ensure delivery predictability and enhance client satisfaction for the within purview within the guidelines, policies, and norms of Infosys

Areas of Responsibility :

- Transition Coordination: Resource planning (incl. Infra) - Develops plans, identifies people, coordinates infra and technology requirements with the transition team for the specific process(es) IN ORDER TO deliver on target delivery model

- Transition Coordination: Process definition & documentation - Provide resources to the transition team to finalize the process definition & documentation, signs off for the specific process(es) within his/her purview IN ORDER TO finalize the To-Be process

- Transition Coordination: SOW / Metric Determination - Provides inputs from an operations perspective to the SOW IN ORDER TO complete the contractual process

- Transition Coordination: Process Training & Certification - Provides inputs on the training / certification methodology to the transition team IN ORDER TO ensure right skilling on engagement

- Operations: Resource Planning (People, Infrastructure etc.,) - Plans and monitors the resource deployment (Team size, Span, Shift Utilization, Skill sets, technology rollout) and ongoing monitoring for the specific process(es) IN ORDER TO ensure budget & pricing assumptions compliance

- Operations: Manpower Training Identifies training need for TLs, reviews training plans created by the TLs for their teams and monitors training implementation for the specific process(es) IN ORDER TO ensure competency development across domain, operations and behavioral

- Quality Planning (QC/QA)- Reviews the service quality plan including the quality control, assurance and improvement IN ORDER TO create a comprehensive quality program for the specific process(es)

- Performance Planning- Signs off the scorecard for the direct reportees, Create KRAs for team IN ORDER TO align the team with the specific process objectives

- Talent Management (People Mgnt)- Implements career development & succession plan for the direct reports, Implements career development methodology for team in specific process(es) IN ORDER TO ensure sustainable employee engagement & motivation within the team

- SLA Compliance - Conducts periodic reviews with the team, Monitors daily dashboards, Provides guidance and support the team IN ORDER TO ensure delivery predictability

- Process Compliance - Reviews process compliance and signs off on SOP changes as part of the quality plan IN ORDER TO ensure robustness of the process

- Work Allocation - Reviews the staffing plan and work allocation plan IN ORDER TO achieve production targets

- Customer Interaction - Handles level 2/3 escalations with process owners, forms informal networks within the client organizations and anticipates and plans for future challenges/issues with the process owners IN ORDER TO ensure strong customer relationships

- Governance Compliance - Conducts internal and external governance, Monitors adherence by the team within the specific process(es) IN ORDER TO sustain delivery predictability

- Knowledge Management - Determines the KM methodology and ensure implementation IN ORDER TO build effective knowledge repository for the process(es)

- Process Reengineering - Supports the TL in the ideation process and guides implementation IN ORDER TO meet client and internal commitments on a continuous basis

- Resource Optimization - Implements corrective actions based on review, Monitors and controls billing losses, reduces buffer IN ORDER TO meet financial objectives

- Business Transformation - Implements identified opportunities IN ORDER TO impact client business metrics

- Revenue Enhancement - Partners with BM on opportunities within existing service lines for growth IN ORDER TO meet business objectives

- C SAT Process - Creates the improvement plan in discussion with the customer IN ORDER TO enhance customer satisfaction

- Audits & Compliance - Prepares the specific team for self-assessment, drives the self-assessments IN ORDER TO ensure delivery predictability for the specific process

Additional Requirements :

Additional Tasks : Manage business dimensions such as P&L, business planning, Senior Client stakeholders. Participates in org. initiatives. Handles engagement of 5 MM $ Revenue and team size of 100 - 150. Have senior client interactions and better understanding of the focus on:

- Revenue preservation

- Revenue enhancement

- Innovation and transformation