Assistant Vice President - Service Delivery Lead
Hyderabad, India
6d ago


  • Managing entire operations of procurement to payment for different regions like APAC, EMEA, and AMR.
  • Hiring and staffing large teams to ensure operations stability
  • Lead / groom supervisors to ensure all the process activities are completed and SLAs met
  • Get Involved is customer engagement activities, will be one point of contact for Process owners / Sourcing Leaders / Controllers / Finance Managers
  • Oversee contractual changes / amendments
  • Collaborate with transitions team in case of FTE ramp up / scope additions
  • Drive quality initiatives to bring continuous improvements
  • Oversee turnover, training for staff, and involving in their development planning
  • Drive Compliance and putting system / process controls
  • Closely working with Service delivery leader and sales to manage account P&L
  • Manage operational performance with regards to Procurement (Vendor Management, Transactional Procurement, Helpdesk, Functional Systems, Invoice Processing & Payments)
  • Manage a team of Procurement, AP, and S2P Platform associates.
  • Develop and maintain a full working knowledge of Sourcing and AP functions, reports, and client requirements.
  • Prepare and provide reports to the client as per the agreed frequency (Daily, Weekly, Monthly)
  • Analyze and assist associates with their workload
  • Interact with various departments- Sourcing, S2P Systems, Transformation, Finance, and Treasury
  • Regularly review the performance of the team
  • Liaise with onshore teams to resolve outstanding issues / invoices
  • Electronic data transfer processing
  • Timely and proper invoice checking and posting
  • Diverse activities related to supplier invoices and dealing with supplier queries
  • Work with Quality team to perform accuracy audits & bridge knowledge related issues
  • SOP Review, Update, and validation position to handle tough customers. Maintain customer connect through governance rigor and regular customer interaction
  • Own end-to-end client service delivery and P&L
  • Be a key driving force in managing new / existing relationships with a set of valuable clients leading to a healthy P&L
  • Work closely with client CXO’s and process owners, Genpact operating teams, and global relationship managers for key accounts
  • Develop a strategy for winning and transitioning new deals while running and growing the existing relationships
  • Be responsible for ensuring the right solution is proposed for new deals, actively participating in the deal process, aiding and enabling robust transitions, delivering
  • ongoing client satisfaction through consistent high-class service delivery, and thereby ensure high NPS, cross-sell and profitability
  • Follow a structured road map beyond 18 to 24 months to take on bigger leadership roles for the vertical
  • Lead the way in implementing new technologies in operations and display a strong executive presence
  • Manage the delivery of outsourced services to ensure customer satisfaction and increased revenue through client up-sell
  • Collaborate and work globally with other Genpact business leaders and functional leaders to create and commercialize existing and new product offerings
  • Take the lead in working with digital teams on introducing breakthrough technology solutions into operations
  • Manage global operations to achieve / exceed P&L expectations
  • Leverage lean six sigma framework to drive continuous performance improvement
  • Implement appropriate mechanisms to identify, understand and escalate performance gaps and / or performance breakthroughs.
  • Develop and implement improvement plans to close performance gaps.

  • Collaborate in the new deal process including solutioning, pricing, due diligence, transition, and stabilization
  • Qualifications

    Minimum qualifications

  • MBA / CA
  • Relevant years of diverse operations experience
  • Intellectual agility and analytical outlook
  • Collaborative and Influencing skills
  • Ability to work in a strict deadline and target-oriented environment
  • Preferred qualifications

  • MBA from a top B school / Rank holder Chartered Accountant
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