Job Biography
A brand ambassador, providing strategic direction to the organisation and business growth by driving change initiatives for asset value creation
Job Purpose
The scope of the role is cantered on managing multiple programs/accounts, providing strategic direction and business growth. Responsibilities include achieving operational excellence (like top line, bottom line and utilization), creating roadmap for competency enhancement, people management and overall customer engagement. Participates in organizational operations strategy and implementation of policies
Education
Preferred Education
Experience
> 15 years
Certifications
Impact and Influence
Impacts company brand image by representing in industry forums, conferences, events or new customer meetings
Impacts business strategy with contribution to new market penetration and increasing market share
Influences team in driving productivity improvements and operational efficiencies
Influences team with implementation of organizational initiatives and in creating value assets to stimulate growth
Influences organizational growth and development through effective succession planning strategies
Principal Accountabilities (A)
Technical Management
Technical/Competency support
Accountable to facilitate technical support through internal and external stakeholder’s interaction on need basis (escalations, large proposals)
Competency development
Responsible to identify new competency requirement proactively and drive competency enhancement by creating roadmap for future revenue growth
Innovation
Identifies business opportunities and demonstrates capability through POCs creation. Participates in industry forums, conferences and presents case studies and technical papers
Project Management
Project management and governance
Accountable to govern project direction, status by coordinating and communicating with customers, leadership and project teams
Ensures optimum utilization through effective resource planning, adherence to timesheets, timely invoicing
Risk management
Accountable to review and monitor Risk Management Plans
Accountable for identifying and mitigating delivery related risks related to contracts through governance reviews
Process Management
Processes and practices
Accountable for compliance with organizational processes and business support processes (forecasting, timesheets, invoicing, accruals) for operational excellence. Accountable to cultivate culture of continuous improvement (productivity, quality, cost, conducting periodic reviews)
Responsible to provide Management and Administrative support to project teams (recruitment support, resource mobilization, logistics, infrastructure)
Customer Management
Relationship building
Responsible for overall client engagement. Builds strong long-term customer relationship and leverage it for business growth (brand advocacy)
Through open and clear communication, engage the customer at every stage in the project life cycle and deliver business value
Escalation management
Accountable to manage customer escalations and be a single point of contact for all teams/projects. Responsible to identify and address root causes of escalations (for process improvements)
Relationship building
Responsible for measuring customer satisfaction index and strive for its improvement
Principal Accountabilities (B)
Organisation Framing and Development
People management
Responsible for talent development and succession planning. Responsible for handling issues/conflicts/concerns within teams/stakeholders
Accountable to intervene and act on capability enhancement needs based on reviews. Responsible for employee engagement and team motivation
Performance management
Ensure fair and efficient execution of performance management process
Business and Strategy
Revenue and profitability
Accountable to achieve top line and bottom line targets. Responsible for tracking annual budgets. Contributes to forecasting, predictability and sustainability of business in alignment with vertical plan
Responsible for effective negotiations and managing contracts/commercials (delivery, quality, cost)
Business development
Responsible to support sales and marketing initiatives (like presentations/demonstrations for creating business pipeline) in alignment with sales strategy
Accountable for creating growth plans and strategy for given account/segment. Responsible to identify proactive proposals, RFQs and RFIs through account mining
Accountable to do the market analysis, win/loss analysis to improve competitor advantage. Responsible for developing eco system including vendors and partners
Responsible for setting up customer specific ODCs
Leadership Competencies
Technical Focus Areas
Demonstrate technical knowledge to credibly communicate with engineering teams and work with them effectively
Understands and is familiar with tools for developing project proposals, project presentation
Excellent knowledge in tools for project management
Expertise on the features of spreadsheet and other data/trend analysis tools