Job Description

Job Summary

The Engagement Service Delivery Lead will partner with the client decision makers and stakeholders on multiple engagements for Energy and Utility customer to manage the customer service , billing and receivable activity Manage multiple diverse delivery teams located globally and be responsible for the overall health and growth of the account

Key Responsibilities

Strategic:

• Bring in Industry best-in class process knowledge and re-engineer the process towards making it self- serve and lean.
• Ideate, transform, re-structure existing and new programs from delivery lens
• Ability to modernize shared service design & deployment
• Unlock business value & elevate from administrative function of programs to making it a source of market differentiation by creating winning preposition

Delivery & Operations:

• Direct a team of senior Track Leads, Project Managers, Delivery Leads, Group managers of large-scale, complex global projects that involve multiple stakeholders
• Hand’s-on day to day delivery management and engagement with multiple support units within the organization to effective output
• Evaluate trade-offs between project size and complexity, cost, urgency, risk, and stakeholder value
• Manage critical path to delivery of project objectives, engaging with stakeholders and critically assessing requirements
• Effectively assess and resolve high priority project risks
• Manage work force to ensure that client expectations are met while meeting margin goals
• Ensure employee satisfaction index constantly improving
• Ensure projects meet success parameters and ROI targets stated in the business case
• Maintain collaborative and trusting relationships with stakeholders, effectively overcoming challenges and positioning alternatives to move the project forward
• Tap additional account growth opportunities through networking & client relationship management
• Aim at maximizing economic value and securing future competitive advantage
• Synthesize data into useful formats and bring actionable insights while straddling between details and higher level implications of critical business issues
• Be responsible for the MBR, QBR’s , YBR’s with multiple stakeholders and decision makers
• Effective transition, pre-bid and RFP experience is a must for this role
• Drive team towards transformed state and always look for opportunity to improve and run people independent process
• P&L responsibility and account growth

Managing Acquisition/ Knowledge Transfer Projects:

• Define project objectives, project scope, roles & responsibilities.
• Outline requirements needed from sales and legal stakeholders to deliver projects on budget.
• Prepare a detailed project plan to schedule key milestones, workstreams & activities.
• Manage delivery, changes in project scope, schedule or budget, client relationship and communication with all stakeholders, ensuring the project is delivered to their satisfaction.
• Track projects and provide regular reports on their status to the project team and key stakeholders.
• Identify and mitigate potential risks.

Skill Requirements

• Work experience in an established Service organization with minimum 20 years of experience working on the following areas
• Customer service
• Billing and Invoicing
• Accounts receivable
• 18-23 years of leadership role managing multiple delivery teams globally
• Ability to work with multiple delivery teams spread geographically supporting regional markets
• Graduation, MBA in Operations
• Demonstrated opportunity & pipeline forecasting methodology experience
• Proven experience of Digital Transformation implementation and working in complex IT environments
• Prior experience of data scrubbing, opportunity identification, Root cause analysis, Process re-engineering, running and leading large scale transformation initiatives at a functional and organizational level
• Experience in detecting revenue recognition issues
• Experience in solution design, responding to RFP/ RFI’s
• Proven experience working in a high-volume contract administration department
• Exposure to Digital tools, RPA and other tools like ERP, CRM with good exposure of Agile methodology
• Excellent interpersonal communication, with the ability to influence at a senior level. Must be able to foster and maintain strong partnering relationships with sales and internal departments
• Teamwork and collaboration with internal and external stakeholders and getting to logical conclusion of task at hand is core expectation of the role
• Excellent analytical skills and expert proficiency in MS Office, Workspace
• Strong time management and organizing ability with the flexibility to work in a fast-paced, dynamic
• global environment
• Black/ Green Belt certification would be an added advantage

Other Requirements

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