Director Managed Services

Roles & Responsibilities:

1. Provide leadership to large team with overall responsibility for client service delivery
2. Prior experience in outsourcing sector in share service, industry preferred
3. Effectively liaise with internal stakeholders – Operations team, IT, HR etc. and client stakeholders for timely completion of activities
4. Engage with client stakeholders and operations team in identifying and implementing process, automation initiatives, effectively monitor transition activities etc. to drive overall efficiency
5. Effectively handle client escalations & drive performance improvement
6. Ability to upsell and cross sell other services and solutions to existing relationships and work with a annual revenue target.
7. Drive process led delivery in terms of updated process manual, documentation etc.
8. Review SLA workings with Operations team members as per agreed methodology and drive necessary improvements by effectively engaging with concerned stakeholders
9. Monitor adherence to compliance related activities, lead engagement with auditors, as necessary, to provide necessary information, clarification etc.
10. Responsibility for preparation of presentations to client senior management for performance review by providing data analysis and detailed commentary
11. Provide support to internal stakeholders in business development initiatives e.g., preparation of citation, providing key data points, process overview and any ad hoc deliverables as required
12. Engage with operations team in people development initiatives e.g., nominations for Rewards & Recognition, quarterly rating of employees, in-house employee training programs, appraisal and performance review discussions
13. Responsible for hiring of key resources; proactively identify and select candidates for open positions to expedite hiring activity
14. Responsible for preparation of client billing workings, check correctness of invoices and drive collections
15. Provide support for FTE pricing and preparation of any ad hoc reports as required by management
16. SAP knowledge preferrable
17. Sound knowledge of MS office tools
18. Good inter-personal and communication skills