he incumbent is a key member of the Business Excellence vertical and plays a critical role in performance evaluation of
Service delivery processes through external benchmarking (Hackett Benchmarking and KPI measurements on a regular basis.
The incumbent has to work closely with IT and devise avenues for automation of various measurement parameters and suggest
Process improvement opportunities. This includes various dashboard preparation, benefit tracking, operations statistics,
efficiency, optimal utilization of resources. The role also includes extensive partnering with the business in formulating key
measurement criteria in discussion with global process owners, circle stakeholders, other organizations and
group finance.
The incumbent is responsible for reviewing current business partner model and improving on the same to make more responsive to customer requirements. Organizing meetings with Business Partners, preparation and monitoring of Governance Calendar and resolve issues arising out of such meetings through liaison with Service Delivery teams. Organize CSAT surveys, analyzing their results and design actionable items to improve scores.
The incumbent is responsible for implementation of process changes , in line with changing business requirements and to bring in more efficiency in processes through modifications in ERP and aligning with Global processes. Liaison with Global Process Owners and Group Finance on synchronizing processes across all company entities.
The incumbent will also be responsible for heading the central MIS team for Service Delivery. The team will manage the entire MIS, reporting & KPI management for the service delivery vertical and drive standardization and suggest improvement opportunities.
Key Result Areas:
Operational Delivery:
Develop Scorecards aligned to Business Driver (World class based on external benchmarking).
Partner Service Delivery in attaining 15% improvement in KPIs
Lead from circle perspective towards data/information collation and analysis of Hackett Benchmarking exercise.
Lead from circle on alignment for reporting and share best practices from SSO wherever applicable.
Lead from circle perspective and work with IT in developing automated reporting and Dashboards.
Create dashboards for Service Delivery, covering benefit tracking, operations statistics, efficiency, optimal utilisation
Standardisation of MIS for creating increasing visibility of performance against KPI.
Business Partnering:
Provide critical business insight to circles through data analytics service in order to further augment operations. Establish reporting to aid in decision making.
Drive BPS/CSAT survey (SSO, internal) and suggest avenues for improvement to service delivery
Monitoring and tracking various improvement initiatives arising from such surveys
Engage with stakeholders through review meetings and workshops
People Management:
Actively participate in developing skills of own team
Provide regular, constructive feedback to maximize positive impact of individual team members talent
Educate and increase the circle team awareness of the Group governance and control procedures and processes, ensuring total adherence
Drive high performance delivery of the team
Provide clear definition of roles, responsibilities, individual goals and performance objectives for the team
Set KPIs for the team
Ensure that there is sufficient breadth and depth of talent caliber/ potential across the organization to provide sufficient bench strength for key roles, and to sustain and build organizational capability over time
Promote a customer centric and partnership approach to develop strong relationships with other working groups
Key Responsibilities:
Strategic (Responsibilities that help shape and influence function or sub function strategy)
Designing performance measurement metrices to deliver process excellence.
Work closely with Service Delivery and identify avenues for automation & productivity improvement in line with external benchmarking standards
Support Business Partnership model
Implementing process changes, in line with changing business requirements and aligning with Global processes, synchronizing processes across all company entities.
Identify avenues for innovation and implementation of new ways of automation at circle
Operational (Responsibilities pertaining to day to day operations management)
Develop Scorecards aligned to Business Driver (World class based on external benchmarking).
Partner Service Delivery in attaining 15% improvement in KPIs
Lead from circle perspective towards data/information collation and analysis of Hackett Benchmarking exercise.
Lead from circle on SSO alignment for reporting and share best practices from SSO wherever applicable.
Lead from circle perspective and work with IT in developing automated reporting and Dashboards.
Create dashboards for Service Delivery, covering benefit tracking, operations statistics, efficiency, optimal utilisation
Provide data analytics service to circles in order to further augment operations and provide insights. Establish reporting to aid in decision making.
Conduct BPS/CSAT survey (SSO, internal)
Drive initiatives to improve CSAT/BPS score through tracking of action items arising from such surveys
Engage with stakeholders through review meetings and workshops
Developmental (Responsibilities that help development of the team like training, coaching etc.)
Ensure the development and retention of key talent
Mentor the circle management team and build a robust succession plan.
Provide business vision, clear definition of roles, responsibilities, and individual goals/ performance objectives.
Motivate, and provide ongoing technical/management training and career counseling to retain the necessary professional staff required to support the circle Service Delivery environment
Provide coaching and propagate best practice/ knowledge transfer across the circle.
Monitor the Attrition levels on a regular basis and take corrective actions.
CTC - INR 14,00,000 - 18,00,000 P.A. actual ctc will depend on candidature, exp, qualification, current ctc, etc
Interested candidates can mail profiles on resumes@humantrahr.com
Service delivery processes through external benchmarking (Hackett Benchmarking and KPI measurements on a regular basis.
The incumbent has to work closely with IT and devise avenues for automation of various measurement parameters and suggest
Process improvement opportunities. This includes various dashboard preparation, benefit tracking, operations statistics,
efficiency, optimal utilization of resources. The role also includes extensive partnering with the business in formulating key
measurement criteria in discussion with global process owners, circle stakeholders, other organizations and
group finance.
The incumbent is responsible for reviewing current business partner model and improving on the same to make more responsive to customer requirements. Organizing meetings with Business Partners, preparation and monitoring of Governance Calendar and resolve issues arising out of such meetings through liaison with Service Delivery teams. Organize CSAT surveys, analyzing their results and design actionable items to improve scores.
The incumbent is responsible for implementation of process changes , in line with changing business requirements and to bring in more efficiency in processes through modifications in ERP and aligning with Global processes. Liaison with Global Process Owners and Group Finance on synchronizing processes across all company entities.
The incumbent will also be responsible for heading the central MIS team for Service Delivery. The team will manage the entire MIS, reporting & KPI management for the service delivery vertical and drive standardization and suggest improvement opportunities.
Key Result Areas:
Operational Delivery:
Develop Scorecards aligned to Business Driver (World class based on external benchmarking).
Partner Service Delivery in attaining 15% improvement in KPIs
Lead from circle perspective towards data/information collation and analysis of Hackett Benchmarking exercise.
Lead from circle on alignment for reporting and share best practices from SSO wherever applicable.
Lead from circle perspective and work with IT in developing automated reporting and Dashboards.
Create dashboards for Service Delivery, covering benefit tracking, operations statistics, efficiency, optimal utilisation
Standardisation of MIS for creating increasing visibility of performance against KPI.
Business Partnering:
Provide critical business insight to circles through data analytics service in order to further augment operations. Establish reporting to aid in decision making.
Drive BPS/CSAT survey (SSO, internal) and suggest avenues for improvement to service delivery
Monitoring and tracking various improvement initiatives arising from such surveys
Engage with stakeholders through review meetings and workshops
People Management:
Actively participate in developing skills of own team
Provide regular, constructive feedback to maximize positive impact of individual team members talent
Educate and increase the circle team awareness of the Group governance and control procedures and processes, ensuring total adherence
Drive high performance delivery of the team
Provide clear definition of roles, responsibilities, individual goals and performance objectives for the team
Set KPIs for the team
Ensure that there is sufficient breadth and depth of talent caliber/ potential across the organization to provide sufficient bench strength for key roles, and to sustain and build organizational capability over time
Promote a customer centric and partnership approach to develop strong relationships with other working groups
Key Responsibilities:
Strategic (Responsibilities that help shape and influence function or sub function strategy)
Designing performance measurement metrices to deliver process excellence.
Work closely with Service Delivery and identify avenues for automation & productivity improvement in line with external benchmarking standards
Support Business Partnership model
Implementing process changes, in line with changing business requirements and aligning with Global processes, synchronizing processes across all company entities.
Identify avenues for innovation and implementation of new ways of automation at circle
Operational (Responsibilities pertaining to day to day operations management)
Develop Scorecards aligned to Business Driver (World class based on external benchmarking).
Partner Service Delivery in attaining 15% improvement in KPIs
Lead from circle perspective towards data/information collation and analysis of Hackett Benchmarking exercise.
Lead from circle on SSO alignment for reporting and share best practices from SSO wherever applicable.
Lead from circle perspective and work with IT in developing automated reporting and Dashboards.
Create dashboards for Service Delivery, covering benefit tracking, operations statistics, efficiency, optimal utilisation
Provide data analytics service to circles in order to further augment operations and provide insights. Establish reporting to aid in decision making.
Conduct BPS/CSAT survey (SSO, internal)
Drive initiatives to improve CSAT/BPS score through tracking of action items arising from such surveys
Engage with stakeholders through review meetings and workshops
Developmental (Responsibilities that help development of the team like training, coaching etc.)
Ensure the development and retention of key talent
Mentor the circle management team and build a robust succession plan.
Provide business vision, clear definition of roles, responsibilities, and individual goals/ performance objectives.
Motivate, and provide ongoing technical/management training and career counseling to retain the necessary professional staff required to support the circle Service Delivery environment
Provide coaching and propagate best practice/ knowledge transfer across the circle.
Monitor the Attrition levels on a regular basis and take corrective actions.
CTC - INR 14,00,000 - 18,00,000 P.A. actual ctc will depend on candidature, exp, qualification, current ctc, etc
Interested candidates can mail profiles on resumes@humantrahr.com
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