Director Managed Services

Roles & Responsibilities :

• Provide leadership to large team with overall responsibility for client service delivery
• Prior experience in outsourcing sector in share service, industry preferred
• Effectively liaise with internal stakeholders – Operations team, IT, HR etc. and client stakeholders for timely completion of activities
• Engage with client stakeholders and operations team in identifying and implementing process, automation initiatives, effectively monitor transition activities etc. to drive overall efficiency
• Effectively handle client escalations & drive performance improvement
• Ability to upsell and cross sell other services and solutions to existing relationships and work with a annual revenue target.
• Drive process led delivery in terms of updated process manual, documentation etc.
• Review SLA workings with Operations team members as per agreed methodology and drive necessary improvements by effectively engaging with concerned stakeholders
• Monitor adherence to compliance related activities, lead engagement with auditors, as necessary, to provide necessary information, clarification etc.
• Responsibility for preparation of presentations to client senior management for performance review by providing data analysis and detailed commentary
• Provide support to internal stakeholders in business development initiatives e.g., preparation of citation, providing key data points, process overview and any ad hoc deliverables as required
• Engage with operations team in people development initiatives e.g., nominations for Rewards & Recognition, quarterly rating of employees, in-house employee training programs, appraisal and performance review discussions
• Responsible for hiring of key resources; proactively identify and select candidates for open positions to expedite hiring activity
• Responsible for preparation of client billing workings, check correctness of invoices and drive collections
• Provide support for FTE pricing and preparation of any ad hoc reports as required by management
• SAP knowledge preferrable
• Sound knowledge of MS office tools
• Good inter-personal and communication skills

Skills Required

Sap, Ms Office