Ernst & Young Pvt. Ltd.
Core Business Services IND00CGS Requisition # 12 hours ago Post Date
The Associate Director holds responsibility for strategic and operational planning and management of all aspects, including staff, clients and budgets, for the Pursuits sub-service function within GDS Markets. Working with the Leadership team, the position also contributes to the development and implementation of strategy, best practices and global policies and ensures smooth functioning of the business. The responsibility would include management across multiple GDS centres where the existing team resides and potentially setting up new operations in additional centres in future.
Essential Functions of the Job:
Strategize & Plan operational strategies and long term plans towards operational excellence.
Develop existing business & also identify new areas of businesses for GDS Pursuits to support and expand
Manage and increase the effectiveness and efficiency of GDS Pursuits through improvements to each function as well as coordination and communication between the key stakeholders and business functions
Drive improvements to the operational systems, processes and policies in support of overall firms mission -- specifically, support better management reporting, information flow and management, business process and planning
Develop, maintain and promote positive relationships and engagement with key stakeholders
Improve service performance levels (SLAs) through effective implementation of operational strategies
Possess a clear understanding and definition of customer requirements, liaising at ease with the customers in terms of job receipts, complaints, reporting and review
Monitor the operations and reporting the MIS of various functional teams including process documentation like process maps, project plan, process document, migration dashboards, mitigation plans, training and course plan, etc.
Deliver continuous improvement and positive impact on the service, in delegated functional / operational areas
Performance management of the team in GDS Pursuits across all locations (India: Kochi and Trivandrum; Poland: Wroclaw; and Philippines: Manila)
Attrition Management by driving the right kind of work culture and engagement with employees
Motivate and inspire others to achieve individual and organizational objectives through highly visible
and effective personal interventions
Develop and maintain a productive work team via training and succession planning and consistently promote a strong corporate culture, quality and high performance work teams
Analytical/Decision Making Responsibilities:
Understand the business requirements clearly and plan for effective utilization of resources, managing the change requests and risk planning, etc.
Enhance service delivery through frequent interaction with the end user and (or) business sponsors
Understand the process gaps and propose preventive / corrective action where appropriate
Knowledge and Skills Requirements:
Very good understanding of business functions and operations
Demonstrated ability to engage with senior stakeholders and clients and to work with them to come up with innovative solutions to support their business
Demonstrated ability in project planning, management & transition management
Versatility in driving change management, challenges, barriers, messaging
Cultural intelligence and a global mindset: the ability to effectively work across-borders with different styles, cultures, languages, time zones etc.
Innovative and creative thinking
Ability to monitor and identify trends that could lead to further evolution or modification of the program
Strong interpersonal skills
Proven influencer and communicator with stakeholders at all levels
Strong written and presentational skills; ability to clearly communicate complex messages to a variety of audiences
Possess high standard of integrity and confidentiality
Experience and a good understanding of business development
Post graduate preferably MBA
Certified in Six Sigma Green Belt or Project Management (PMP) preferred, but not essential
14 to 16 years with at least 8 -10 years of experience in managing mission critical project teams in an international BPO operations
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