Job Description
Leadership and Vision
- Set the strategy for a human + “Digital People” workforce within AI platform enabled intelligent business services.
- Align client executives (CHRO/CFO/CIO/COO) and KPMG leadership on goals, outcomes, funding, and success metrics for annuity accounts.
- Build the internal capability: hire, mentor, and lead a cross functional team; develop playbooks, standards, and reusable assets.
Infused “Digital People” workforce planning
- Define the digital workforce taxonomy (bots, AI agents, ML models, autonomous workflows) and standards.
- Lead strategic workforce planning (12–36 month horizon): demand/supply, capacity, and economics (dFTEs, FTEs, unit cost, benefits).
- Drive role redesign, skills mapping, redeployment and reskilling pathways, and location strategy (with strong India/GCC focus).
- Maintain a joint inventory and lifecycle for digital and human roles, integrated with HR/IT processes.
Change leadership, customer and people experience
- Own the enterprise change strategy across functions (Finance, HR, Procurement, Customer, Technology) and geographies.
- Orchestrate stakeholder engagement, learning journeys, super user networks, and hypercare for sustained adoption.
- Track VoC/VoE, CSAT, employee experience and adoption metrics; course correct with data driven interventions.
Connected communications and unified messaging
- Create a clear change narrative and ensure unified internal and external messaging across stakeholders.
- Run communications cadences; enable leadership with toolkits, FAQs, myth busters, and escalation guides.
- Coordinate with client communications on social/earned media guardrails to reinforce reputation and public confidence.
Connected communications and unified messaging
- Partner with client HR to evolve job families, skills taxonomies, talent marketplaces, internal mobility, and retention strategies.
- Stand up reskilling academies and credentialing with measurable outcomes tied to redeployment and productivity.
Value realization and performance management
- Define and track KPIs/OKRs: value (cost, cycle time, quality), adoption, EX/CSAT, risk/incident rates, and SLA impact.
- Lead benefits realization, quarterly value reloads, and executive reporting across annuity accounts.
Client engagement and business development
- Serve as a senior client advisor on GBS/GCC scale up, outsourcing, and intelligent operations.
- Support solutioning, proposals, and thought leadership to grow Managed Services and GBS advisory, including India market opportunities.
Educational qualifications
- Bachelor’s degree in Human Resources, Organizational Psychology, Engineering, Data/Analytics, or a related discipline.
- MBA or Master’s in HR/Organizational Development/Analytics.
Professional certifications
(Not Mandatory but preferred/advantage)
- Change: Prosci/ADKAR or ACMP
- HR: SHRM SCP/SPHR/CIPD
- Program/Portfolio: PMP/PRINCE2/SAFe
- Workforce planning or analytics credentials (e.g., SWP)
Work Experience
- 13+ years total experience, with a significant majority in Transition & Stabilization for GBS/GCC/internal shared services across multi process or multi function scopes.
- Hands on familiarity with HRIS, automation/RPA, AI/ML operations, and process intelligence in a service delivery context.
- Proven leadership delivering AI/automation enabled programs within managed services/outsourcing and annuity account environments.
- Global exposure and multi country delivery; deep familiarity with India GCC/GBS markets and talent ecosystems.
- Track record building and leading cross functional teams (10–30+), establishing councils/governance, and scaling playbooks across clients.
- Demonstrated success in strategic workforce planning, large scale change and adoption, and measurable benefits realization.
Leadership and Vision
- Set the strategy for a human + “Digital People” workforce within AI platform enabled intelligent business services.
- Align client executives (CHRO/CFO/CIO/COO) and KPMG leadership on goals, outcomes, funding, and success metrics for annuity accounts.
- Build the internal capability: hire, mentor, and lead a cross functional team; develop playbooks, standards, and reusable assets.
Infused “Digital People” workforce planning
- Define the digital workforce taxonomy (bots, AI agents, ML models, autonomous workflows) and standards.
- Lead strategic workforce planning (12–36 month horizon): demand/supply, capacity, and economics (dFTEs, FTEs, unit cost, benefits).
- Drive role redesign, skills mapping, redeployment and reskilling pathways, and location strategy (with strong India/GCC focus).
- Maintain a joint inventory and lifecycle for digital and human roles, integrated with HR/IT processes.
Change leadership, customer and people experience
- Own the enterprise change strategy across functions (Finance, HR, Procurement, Customer, Technology) and geographies.
- Orchestrate stakeholder engagement, learning journeys, super user networks, and hypercare for sustained adoption.
- Track VoC/VoE, CSAT, employee experience and adoption metrics; course correct with data driven interventions.
Connected communications and unified messaging
- Create a clear change narrative and ensure unified internal and external messaging across stakeholders.
- Run communications cadences; enable leadership with toolkits, FAQs, myth busters, and escalation guides.
- Coordinate with client communications on social/earned media guardrails to reinforce reputation and public confidence.
Connected communications and unified messaging
- Partner with client HR to evolve job families, skills taxonomies, talent marketplaces, internal mobility, and retention strategies.
- Stand up reskilling academies and credentialing with measurable outcomes tied to redeployment and productivity.
Value realization and performance management
- Define and track KPIs/OKRs: value (cost, cycle time, quality), adoption, EX/CSAT, risk/incident rates, and SLA impact.
- Lead benefits realization, quarterly value reloads, and executive reporting across annuity accounts.
Client engagement and business development
- Serve as a senior client advisor on GBS/GCC scale up, outsourcing, and intelligent operations.
- Support solutioning, proposals, and thought leadership to grow Managed Services and GBS advisory, including India market opportunities.
Educational qualifications
- Bachelor’s degree in Human Resources, Organizational Psychology, Engineering, Data/Analytics, or a related discipline.
- MBA or Master’s in HR/Organizational Development/Analytics.
Professional certifications
(Not Mandatory but preferred/advantage)
- Change: Prosci/ADKAR or ACMP
- HR: SHRM SCP/SPHR/CIPD
- Program/Portfolio: PMP/PRINCE2/SAFe
- Workforce planning or analytics credentials (e.g., SWP)
Work Experience
- 13+ years total experience, with a significant majority in Transition & Stabilization for GBS/GCC/internal shared services across multi process or multi function scopes.
- Hands on familiarity with HRIS, automation/RPA, AI/ML operations, and process intelligence in a service delivery context.
- Proven leadership delivering AI/automation enabled programs within managed services/outsourcing and annuity account environments.
- Global exposure and multi country delivery; deep familiarity with India GCC/GBS markets and talent ecosystems.
- Track record building and leading cross functional teams (10–30+), establishing councils/governance, and scaling playbooks across clients.
- Demonstrated success in strategic workforce planning, large scale change and adoption, and measurable benefits realization.
Educational qualifications
- Bachelor’s degree in Human Resources, Organizational Psychology, Engineering, Data/Analytics, or a related discipline.
- MBA or Master’s in HR/Organizational Development/Analytics.
Professional certifications
(Not Mandatory but preferred/advantage)
- Change: Prosci/ADKAR or ACMP
- HR: SHRM SCP/SPHR/CIPD
- Program/Portfolio: PMP/PRINCE2/SAFe
- Workforce planning or analytics credentials (e.g., SWP)
Work Experience
- 13+ years total experience, with a significant majority in Transition & Stabilization for GBS/GCC/internal shared services across multi process or multi function scopes.
- Hands on familiarity with HRIS, automation/RPA, AI/ML operations, and process intelligence in a service delivery context.
- Proven leadership delivering AI/automation enabled programs within managed services/outsourcing and annuity account environments.
- Global exposure and multi country delivery; deep familiarity with India GCC/GBS markets and talent ecosystems.
- Track record building and leading cross functional teams (10–30+), establishing councils/governance, and scaling playbooks across clients.
- Demonstrated success in strategic workforce planning, large scale change and adoption, and measurable benefits realization.
