▷ (12 / 10 / 2025) Delivery Excellence Head

People Leadership : Manage and route all employee escalations and concerns appropriately. DCL should be able to manage most employee issues in partnership with their HRBP. Employee issues can range from job dissatisfaction, personal concerns, leaves of absence, performance issues, behavior concerns, policy violations, etc.

Finance : Make promotion and pay decisions for Delivery Center employees as part of the annual cycles (off-cycle decisions and counter offers should be raised to CDO and CPO) For off-cycle requests, determine if the business case is significant enough or can be deferred to regular cycle prior to raising to CDO and CPO. Understand Delivery Center landscape enough to articulate value proposition for requests

Operations : Understand data / metrics of Delivery Center - attrition, utilization, other metrics in HR dashboard - have regular meetings with HRBP to understand metrics & create action plans Partner with COO on financial metrics for area of responsibility to understand forecast, risks, and create action plans