Head of Shared Services - Sales Operations (Life Science & Healthcare)

Role:

Location: Chennai

Job purpose

The Life Sciences and Healthcare business vertical at HCLTech generates $2 billion in annual revenue and is experiencing rapid growth. This role is intended to deliver strategic value by supporting business development, advancing industry practices, and contributing to key strategic initiatives that drive the ongoing expansion of the business.

Role Overview

Life sciences and Healthcare industries are one of the fastest growing industries across the globe, more so in the North America region. HCLTechs Life sciences and Healthcare (LSH) business vertical addresses the technology needs of this recession proof industry. Practices and Solutions Group (PSG) helps create and convert opportunities for this business by driving domain down business development, solutioning, propositions and solutions leveraging a consultative business development framework.

The Shared Services Head is responsible for strategic leadership and operational excellence across multiple service lines within the Practices & Solutions Group(PSG). This role ensures seamless delivery of centralized services such as PMO, MIS, procurement support, content management, and digital enablement for internal and client-facing initiatives. The SSHead acts as a key enabler for business growth by driving efficiency, governance, and innovation across shared functions.

We seek smart, enthusiastic, hard-working, and creative individuals to join our team. The ideal candidate will collaborate with leadership to design and execute strategic initiatives, driving coordination across the organization with relevant stakeholders.

Key responsibilities

Primary Responsibilities

• Define and execute the vision for Shared Services aligned with PSG and enterprise goals
• Drive consolidation and optimization of service delivery models across teams like ProTEAM, Synapse, DxLab
• Work in close collaboration with Senior leadership for strategic initiatives
• Oversee the evaluation, revision, and formal approval of all collateral produced by shared services departments, ensuring alignment with organizational standards and strategic objectives in the capacity of Shared Services Head
• Lead team development and mentoring initiatives to foster growth, enhance capabilities, and support career progression across shared services functions

Operational Management

• Oversee Content authoring, Graphic design, PMO, MIS (Power BI, Excel), Client visits and content management teams
• Lead a multi-location team comprising Senior Managers, Team Leads, and Management Trainees.
• Implement hiring plans, onboarding programs, and career development frameworks.

Process Excellence

• Establish and monitor KPIs for service delivery, turnaround times, and quality benchmarks
• Drive automation and digital transformation initiatives (e.g., strategy dashboards, L&D sustenance)

Stakeholder Engagement

• Collaborate with vertical practice heads, client solutioning groups, and leadership teams.
• Oversee client visit programs and actively support cross-functional initiatives, including thought leadership activities and industry-focused webinars, to enhance stakeholder engagement and promote organizational expertise

Knowledge Management

• Ensure creation and maintenance of reusable assets, content libraries, in compliance with brand guidelines.

Key Competencies:

• Strong leadership and people management skills.
• Expertise in program management, MIS, and process governance.
• Proficiency in tools like Power BI, MS Excel, SharePoint.
• Excellent communication and stakeholder management abilities.
• Ability to drive change management and digital transformation.

Qualifications

• Bachelor’s or Master’s degree in Professional Education, Business Administration, or a related discipline
• 18+ years of experience in shared services, operations, or program management, with at least 5 years in a leadership role
• Certifications like APMP, PMP, or CSM preferred

Key Metrics for Success

• Reduction in operational inefficiencies
• Improved stakeholder satisfaction scores
• Successful implementation of automation and reporting frameworks
• Talent retention and development within Shared Services