Handling Shared Services (Workforce Management, Business Operations, Hiring, Training, Risk and Compliance, Quality, Resource and Capacity Management)

Develop in-depth knowledge of client business environment, operations, and needs, and disseminate information to specialists and/or service lines to create winning value propositions Account growth through labour productivity, efficient operational practices, and new product and service offerings Maintain global client relationships at the executive level while identifying and pursuing marketing opportunities Oversee and deliver contracted services according to contract SLAs by way of reporting, communication and training Ensure that personnel executes to contractual obligations, facilitate support and enhance customer satisfaction levels. Analytics - provide inferences with data which drive business decision and execution. Forecasting, Planning, Scheduling & Live agent database management. BCP coordination: Seamless coordination between the BU, BCP & Infrastructure team for Crisis management 100% on time delivery of transition projects, as per approved (and change managed) project schedules Transformation projects: 100% of transformation projects to meet objectives and success criteria, as defined during initiation. Transformation projects identified for the year: Drive BU Utilization targets to meet or exceed revenue goals as per annual financial plans. Enable business to Deliver upon FY cost reduction targets Invest in people by building business-critical skills with high quality, cost effective education programs. Manage end to end Recruitment Process ensuring on boarding of right talent for the right job at the right cost for the BU through efficient planning and seamless execution. Drive and manage all HR initiatives including, employee career progressions, policy roll outs, people engagement, rewards and recognition, bottom quartile management and employee grievance. Automation/Innovation: Invest in tools and technologies to help drive successful automations and reduction in manual work