Job Profile Summary
To Prepare business plan, annual budget, protect existing revenue plus revenue growth in the engagement, transition coordination, process documentation, SOW/Metric determination process training with the objective of achieving the business objective of the engagement within norms and guidelines of Infosys.
Duties will include, but not be limited to:
• Prepare the annual budget and business plan aligned with corporate/divisional objectives for the engagement, coordinate with account manager for the account plan in order to achieve the business objectives of the engagement.
• Plans and reviews the people, infra, technology requirements with the transition team in order to finalize the target delivery model.
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• Accountable for protection of existing revenue and revenue growth in the engagement both from existing service provider.
• Provide resources to the transition team to finalize the process definition & documentation, ensure sign off across all processes in scope in order to finalize the to be process.
• Sign off on the training, Certification methodology at the engagements level in order to ensure right skilling on engagement.
• Co-ordinates resource deployment across all processes for the engagement (team size, span, shift utilization, skills sets, technology rollout) in order to ensure budget % pricing Assumption compliance.
• Identifies training needs for operation managers and sign off on the engagement training plan in order to ensure competency development across domain, operations and conduct.
• Prepare internal and external governance model in order to track and monitor contractual compliance, employee engagement, performance and relationships health.
• Signs off on the service quality plan including the quality control assurance and improvement in order to create a comprehensive quality program for the engagement
• Create the scorecard for the engagement and ensure flow down for the team, in order to align the team with the engagement objectives.
• Creates career development & succession planning for the direct repartees, reviews the career development methodology for the engagement to ensure sustainable employee engagement & motivation.
• Conduct periodic reviews with ops managers and drives corrective action where required to ensure delivery predictability
• Identifies opportunities for the redesign. Workflow enhancement, shift utilization, staff mix, staff utilization to meet /exceed internal financial goals.
• Validates and prepares business case for identified opportunities within existing service lines for growth, discuss and plan for foray services to meet business objectives.
• Engages with the key client stakeholders on areas of Improvements and commits resources to enhance customer satisfaction.
Role Competencies
• Business and finance management acumen
• Client centricity and Business Metric Management
• Contractual Management
• IBPO Business Operations and Processes
• Quality, Knowledge and continuous improvement management
• People management
• SLA and Performance management
• Transition and Program Management