Vice President-Service Delivery Leader

Inviting applications for the role of Vice President-Supply Chain & Services - Operations Leader!

This Genpact leadership position is responsible for overseeing supply chain and service operations for manufacturing vertical, ensuring that deliveries meet both customer expectations and organizational requirements. The role includes managing client relationships, meeting contract commitments, and making key business decisions. It also involves hands-on involvement in customer care, employee management, quality control, workforce planning, mentoring, and training. Furthermore, the leader is expected to drive operational growth by identifying new opportunities within existing accounts and seeking out new clients to grow the business.

A core duty of this position is to display thought leadership by proactively presenting clients with innovative supply chain solutions. Using industry knowledge and best practices, help organizations streamline processes, and tackle complex problems. This focus on thought leadership reinforces Genpact's role as a strategic partner, building client trust and facilitating long-term business transformation.

The ideal candidate will combine strategic vision with operational excellence, leveraging data-driven insights to continually improve service delivery and drive innovation. This role requires a collaborative mindset, the ability to communicate effectively across all levels of the organization, and a passion for solving complex challenges in a fast-paced, global environment. The Operations Leader will play a pivotal part in fostering a culture of accountability, inclusivity, and continuous learning, ensuring that teams remain agile and motivated to exceed performance targets.

Responsibilities

P&L Responsibility

Accountable for overseeing Profit & Loss (P&L) management for designated accounts and ensuring the achievement of established financial objectives.

Implement robust cost management and resource allocation strategies to optimize profitability without compromising service quality.

Collaborate with finance and commercial teams to drive revenue growth, margin improvement, and overall account health.

Operational Excellence

Champion the strategic oversight and seamless execution of service delivery across all supply chain functions, including design, analysis, documentation, and client support.

Ensure the highest standards of operational performance by driving adherence to SLAs, KPIs, timelines, and rigorous quality benchmarks.

Lead transformation initiatives focused on process optimization, innovation, and automation to enhance organizational efficiency and impact.

Business Growth & Strategic Planning

Identify, shape, and capitalize on account growth opportunities by understanding evolving market dynamics and client challenges, delivering tailored solutions that advance client objectives.

Collaborate with business development and solutioning teams to expand supply chain service offerings and value creation across strategic accounts.

Oversee contract renewals, drive upselling initiatives, and craft forward-thinking proposals to secure long-term business growth.

Stakeholder Engagement & Relationship Management

Serve as the executive sponsor and primary point of contact for senior client stakeholders, building trusted partnerships and advocating for client needs at the enterprise level.

Foster collaborative relationships with internal and external leadership, ensuring alignment of strategic objectives and consistent client satisfaction.

Governance & Performance Leadership

Establish and govern robust frameworks for performance management, including structured reviews (weekly, monthly, quarterly) and executive dashboards.

Provide strategic guidance in identifying and mitigating delivery risks, implementing corrective and preventive measures to ensure uninterrupted service excellence.

Enterprise Talent Leadership

Inspire and lead diverse, high-performing supply chain teams across geographic locations and delivery models, fostering a culture of inclusivity, innovation, and continuous learning.

Direct enterprise-wide talent strategies, including optimal resourcing, leadership development, succession planning, and skills enhancement to future-proof delivery capabilities.

Promote collaboration, ownership, and excellence, ensuring teams are motivated and enabled to exceed ambitious performance targets.

Qualifications & Skills :

Minimum Qualifications

Bachelor's or master's degree in business administration or engineering (Mechanical, Electrical, Civil, or equivalent discipline).

overall experience in services delivery, with experience in supply chain domain and leadership role managing client accounts.

Significant experience in supply chain domain planning, demand forecasting, S&OP, Production planning and Logistics in Manufacturing / BPO industries. Should have experience of Solution Identification and Transitions.

End to end ownership in terms of understanding the current scenario and stabilization of supply chain processes for the assigned client (onsite or remotely) ensuring client happiness and smooth transition to company%27s operations team

Proven track record of managing complex supply chain and services projects and cross-functional teams.

Strong client-facing skills with experience handling executive stakeholders.

Expertise in governance models, performance management, and issue resolution.

Commercial awareness with the ability to spot and develop account growth opportunities.

Experience with ERP tools and platforms used in supply chain such as SAP, Oracle etc and project management tools.

Excellent relationship management & influencing skills.

Storytelling & Executive presence

Rich experience in Resource Management, Staffing or Recruitment or extensive operations experience

Preferred Skills

Experience in managing global delivery teams and multiple service lines.

Exposure to industries such as Utilities, Manufacturing, Energy, or Infrastructure.

Supply chain domain certification such as CPIM, CSCP, ASTL are highly preferred

Certifications such as PMP, Six Sigma, or ITIL (for service governance and delivery excellence) are a plus.

Key Performance Indicators (KPIs) :

Account growth (revenue, scope, resource count)

Customer satisfaction score (CSAT / NPS)

Delivery quality and defect rate

Team engagement and retention