Stream Lead- New Installation, Modernization and Purchase

Position overview / Objective of the position:

Role Responsibility:

Delivery

• Responsible for the day to day operational delivery of a specific process.
• Manage their Service Team Leads and service operations resources and prioritize activities as required.
• Engage with senior stakeholders both internally (e.g. other BSC Stream Leads) and externally (e.g. Company Head Office Functional responsible, service receiver, Company HQ BSC Center of Excellence - CoE).
• Ensure that processes are executed in line with process design and standards.
• Responsible for service performance to ensure operational control and service delivery according to agreed quality and time.
• Provide input to service management reporting, governance forums and other stakeholder management activities, leveraging KPI measures for own operational needs, improvements and issue resolution.
• Accountable for the resolution of service incidents, failures, and ongoing performance issues.

People/Team Leadership

• Manage a large service operations team of people, incl. recruit, train, develop and coach team and assist them with complex activities as needed.
• Set process-based objectives and targets for individuals.
• Perform performance reviews and evaluations and agree annual reward (e.g. for innovations).
• Maintain frequent interaction with service receiver to gather, analyse internal requirements and identify opportunities to expand process scope or improve process effectiveness.

Continuous Improvement and Transformation

• Responsible for service / process area innovation, automation and continuous improvement identification and implementation, aligning regularly with Company HQ BSC CoE, stream leads and Company HQ / Country HQ functional responsible, and technology / requirements alignment with Company HQ IT / Company Business Process Manager.
• Initiate ideas and drive structured innovation within the service stream.
• Work closely with the Team Leads and the delivery teams to review service issues, understand root causes and identify resolution and mitigation activities. Working with representatives across the process team to provide an impartial view and ensure a constructive balance between implementing best practice and process practicalities / exceptions.
• Prioritize process improvements and define a roadmap and plan with agreed outputs
• Communicate roadmaps and work with Team Leads to plan and implement initiatives.
• Manage continuous improvement training/schedule and embed innovation in delivery teams and ways of working.
• Keep communication and alignment with Company HQ BSC CoE

Requirements and Skills

• Proven work experience in man management of 8+ years preferably from shared services/ equivalent industry. Total experience should be more than 10 Years.
• Having a strategic and solution-oriented mindset.
• He/she should be able to plan, coordinate, and drive strategic initiatives focused on scaling back-office support in a best practice- manner.
• The candidate should have a proven success in creating customer centric experiences in an efficient and culturally appropriate way.
• Ability to translate strategy into deep operational execution, leveraging process expertise and analytics skills.
• Should be highly service oriented and driven. Will prefer to hire someone who has worked in a challenging environment in her/ his current or previous role.
• Good inter-personal and communication skills.
• Should be hands on with transition management, technology landscape and MIS/ Reporting
• Stake-holder management and negotiation skills should be very good.

Qualification: