Services Head Client Operation

Responsibilities

Business Planning and Review Coordinates with Account Manager for account plan (new areas of growth). Transition Coordination Plans and reviews the people, infrastructure, and technology requirements with the transition team to finalize the target delivery model. Reviews and signs off SOW/MSA to complete the contractual process. Signs off training/certification methodology to ensure the right skilling of the engagement. Operations Coordinates resource deployment across all processes for the engagement (size, span, shift, utilization, skill set) to ensure budget and pricing compliance. Identifies training needs to ensure development across domain, operations, and behavioral competencies. Governance Planning Prepares internal and external governance models to monitor contractual compliance, employee engagement, performance, and relationship health. Performance / Talent Planning Creates scorecards for the engagement and cascades them to the team to ensure alignment with engagement objectives. Creates career development and succession plans for direct reportees to ensure sustainable employee engagement and motivation. Financial Review Conducts monthly financial reviews with direct reportees and the BU Head and takes corrective actions when required. Resource Optimization Identifies and implements opportunities for work redesign, shift utilization, staff mix, and staff utilization to meet or exceed internal financial goals. Revenue Enhancement Validates and prepares business cases for identified opportunities within existing service lines for growth. CSAT (Customer Satisfaction) Engages with key client stakeholders on improvement areas and commits resources to enhance customer satisfaction. Domain Expertise Required Strong domain knowledge in F&A (Finance & Accounting): RTR (Record to Report) AP (Accounts Payable) AR (Accounts Receivable) FP&A (Financial Planning & Analysis)