Group Head - Professional Services (20-25 yrs)

Job Description

Professional Services Group (PSG) Head

EXP: 20+ Yrs

Location: Bangalore

- As a Senior Director, Project Delivery for Product Implementations and Service Delivery for Product Support, you will play a crucial role in leading projects for our Strategic clients.

- You will be responsible for managing and optimizing project delivery operations to ensure efficiency, quality, and client satisfaction.

- The ideal candidate will have strong leadership skills, understanding of Telecom billing system, and a passion for driving continuous improvement.

- You will serve as a strategic leader and a trusted partner for the clients.

- You will need to plan strategic business goals, whist driving operational excellence and value proposition.

- The ideal candidate will be a detail-oriented thought leader with a passion for problem-solving and a proven ability to influence at all levels.

- Candidate should have implemented and worked on large green-field and brown-field transformation projects, specifically in communications billing and revenue management systems.

Senior Project Managers will report in to this role.

Key Responsibilities:

Delivery Management

- Ownership of Projects from Planning to Closure

- Periodic Project Reviews - and publish Project Dashboards

- Project Managers and Reporting Manager - Connect and Review

- Develop processes and standards to increase efficiency of teams and deliverables; High Compliance to the process standards

- Knowledge Repository is kept updated - Project Specific Documents and Reusable Artifacts

- Metrics Measurement and Continuous Improvement

- Drive team performance and consistently deliver programs

- Project audits - deliverables, progress, risks, escalation

- Process Audits ensuring compliance

- Oversee gaps between teams, processes, and systems to reduce exposure to classic failure modes

- Prepare and update project case studies, white papers

Projects Delivery KPI:

- Adhere and deliver the project within the timelines (manhours) assumed at the time of bidding with schedule variance and cost variance within the approved limits and meet profitability %.

Resource Allocation, Budgeting:

- Effective Resource Allocation - Manage pyramid

Project Revenue

- Will be responsible for P&L of the account ensuring account is exceeding the revenue and profitability goals.

- Ensure that there is no LD in any projects

- Facilitate raising invoices and cash collection on timely basis

- Customer Engagement / Project Governance

- Build and maintain strong partnership with client Stakeholders

Periodic Review with Customer:

- Comprehensive Monthly Delivery Dashboard Reviews - provide visibility to Management on key projects being executed, Red Amber Green (RAG) Status, key risks/issues/challenges faced with mitigation, key action plans;

Set and Manage Customer Expectations:

- Resolve Customer Concerns and project team concerns with customer.

- Manage customer escalations.

- Act as a primary point of contact for escalated issues and escalations

- Effective Customer Engagement

- Project Reviews and Reporting to the leadership

- Aim to achieve High CSAT Score (to be obtained after concluding a project or a major phase)

Employee Engagement:

- Employee Connect - Direct and Indirect (HR/Manager feedback)

- Mentor and Career Development Plans for SMEs

- Guiding and mentoring all managers and leadership teams with regular staff meetings and presenting progress in a disciplined manner

- Reward and Recognize Employee Performance

- Monitor, Review and Act on employee discipline issues (unplanned absence, behavioral challenges, team cooperation and collaboration)

- Assure compliance with company policies and procedures

- Drive to complete performance reviews on-time - implement best practices using the HR Tool

- Define and refine organization structure/hierarchy

Talent Building and Talent Management:

- Work closely with TA team to acquire Talent to meet project demands and forecast

- Plan for the resources for the year based on the projected growth, support TA for hiring strategy

- Responsible for timely hiring for all the resources required for delivering the projects

- Grow Internal Talent by working with L&D including certifications

- Utilization of L&D Portal to record and track employee training needs

- Participate in resource management and planning, strive to achieve effective and productive utilization of all associates

Performance Management:

- Continuous performance management: Reward and Recognize

- Pay for Performance; Identify and weed out non-performers

Attrition Control:

- Control attrition (result of employee connect, address concerns on-time and retention measures)

CSR Activities:

- Participation corporate CSR activities, promoting the same within teams

Organization Development:

- Scale the organization to the next level by developing execution capacity, process and people perspective towards organization goals.

- Develop and lead strategic planning process and 3-year vision plans.

Leadership Development:

Identify, nurture and guide people to scale up; collaborate with L&D and HR

Collaboration:

- Collaborate with pre-sales to support proposals (as per the pre-sales process guidelines)

- Support for brand endorsement across Delivery organization.

- All members must be aligned to organization's principles and values

Account Mining:

- Develop and support account management strategy to manage existing accounts and grow further, in collaboration with the sales directors and relationship manager/account manager

Team and Stakeholder Engagement:

- Work closely with the internal leadership and Client Leadership to influence strategic direction.

- Lead Strategic / Quarterly/ Weekly Business Reviews and showcase the Account Capability and Value proposition.

- Develop and manage communication strategies, including staff meetings, newsletters, and internal communication.

People Growth and Development:

- Will be responsible for People Metric goals such as Employee Retention and Shrinkage.

- Will be responsible to promote a Bias free work Environment and deliver Strong Employee Net Promoter Score for the Program.

- Foster Employee growth through learning and Development and career Mapping.

Preferred Qualifications

Education: A bachelor's/ master's degree or equivalent Work Experience.

Skills:

- Proven ability to manage changing priorities and make sound decisions in stressful situations.

- Strong problem-solving, mathematical, and analytical skills with a data-driven approach.

- Proficiency in effective communication of goals and strategies across multiple leadership levels.

- Experience in influencing stakeholders and driving process improvements.

- Executive-level written and oral communication skills.

- High attention to detail and ability to manage multiple competing projects and priorities simultaneously.

- Demonstrate success in strategic thinking and methodical execution.

- Ability to dive deep into understanding the product, business, and competitive landscape.

Key Competencies:

- Strategic Thinking: Ability to think strategically and drive long-term vision and planning.

- Operational Excellence: Strong focus on operational efficiency and effectiveness.

- Leadership: Proven ability to lead cross-functional teams and influence at all levels.

- Communication: Excellent communication skills with the ability to convey complex information clearly.

- Analytical Skills: Strong analytical skills