Senior Manager - Operations - BFS - IIM/ISB

Essential Functions :

- Manage partners included in the Service Delivery model and ensure performance and accomplishment of the benefits associated to the different contracts.

- Leverage relative strengths of 3rd party providers to improve service performance and risk levels on the service portfolio (e.g. managing high turnover, building robust disaster recovery)

- Drive the transformation agenda, ensuring that outsourcing providers are an integral part, best-in-class end-to-end processes.

- Generate significant cost / efficiency benefits through RPA and other Technologies

- Build compelling business cases for the use of 3rd parties, take for approval and evolve into full, well-managed contracts that drive value.

- Liaise with Design & Delivery teams to receive/oversee the implementation of service architectures for new solutions, considering the portfolio of 3rd party partners

- Map, shape, design and deliver the next opportunity in terms of scaling up and creating innovative service delivery models, leveraging the ecosystem of 3rd party.

- Establish and own external / internal contacts within Zone and Global Solutions organization and Global Functions. Develop and execute strategies / improvement plans and actions for services in scope. Manage and improve cost and budget, as well as service KPI's and value to the organization.

- Current geographic scope includes AFR, APAC STH and GHQ.

Essential Skills :

- Strong leadership capabilities and people management skills

- Ability to work under pressure situations

- Ability to work in ambiguous situations.

- Good communication and presentation skills. Experience in negotiating with 3rd party suppliers

- Ability to set and achieve timelines for tasks: Set realistic and stretching performance expectations for self and others. Regularly reviews progress and acts to ensure optimal results for the business.

- Strong Bias for great customer service: Engage the Team in developing their understanding of Customer Experience and knowledge of what Customers actually needs/expects.

High Ownership: Follows through to ensure the delivery of changes/solutions/services that fulfill the Customer's needs.

Analytical Skills: Effectively analyses and interpret information, identifying & validating the key facts, including reviewing alternatives to determine advantages and associated risks.

Qualifications :

- Strong academic background, IIM and ISB preferred.

- Experience in Advanced Analytics, AI / ML will be a differentiator

- Several years experience in managing business operations

- People management experience. Experience in handling big teams located in different cities is highly desirable.

- Experience in process improvement preferred with additional benefits for knowledge of specific methodologies such has Six Sigma, Kaizen etc.