Director - Delivery

Grade: E1

The Opportunity

Capgemini is seeking a director level executive to driving business impact and securing the strategic goals and objectives for key clients of Capgemini Business Services.

Our Ideal Candidate

Key accountabilities and responsibilities include:

• 15- 20 Years of relevant industry/domain experience.
• Strong understanding of business process in an outsourcing context. Knowledge of majority of the following processes is mandatory namely Finance Accounting, HR services, Supply Chain and Customer operations
• Be the key face to the client from an end-to-end delivery perspective
• Ability to work with the Offshore and nearshore teams in a collaborative manner to ensure the client objectives are met.
• Strong Delivery management work towards creating a no surprise delivery environment
• Drive the Transformation mindset at the client end
• Create and drive a clear Transformation agenda and roadmap for every client managed
• Explore market, learn from industry and client to bring in the best of the breed technology
• Think out of the box and think about the future path for delivery
• Work closely with client team to drive active growth within portfolio
• Represent delivery in client pursuits and display a very strong delivery leadership
• Develop more leaders who can succeed, win and bring sustainable growth
• Drive a merit-based performance culture where performance is immediately rewarded, and non-performance is immediately fixed
• Financial performance Drive margin improvement through organic improvements (Technology like RPA and machine learning tools as prime focus to drive margins)
• Develop leaders who will be tech savvy and be able to drive innovation to client and drive competitiveness
• Client satisfaction establish a framework for client satisfaction – keep client in the heart of all we do – know client problems immediately and delivery sustainable improvements –
• Proactive Account renewal strategy to be framed for every client and actively worked through along with client team and market units
• Understanding of contracts, commercial elements, risks and executing to contract and driving change management to contract as appropriate. Person needs strong understanding of various pricing models prevalent in market today viz., outome based, transaction, production resource, hybrid etc.,Live the Core Values of Capgemini (Honesty, Boldness, Trust, Freedom, Team Spirit, Modesty, Fun)

Person Specification:

Essential Skills and Experience -

• 15 - 20 yrs. of proven experience in BPO / shared serviced / business process
• Should have led large client delivery/portfolio delivery
• Should have personally led large transformation programs for client that includes process and technology refresh (RPA / Machine Learning tools like chat bots, NLP)
• Leadership skills in a multicultural environment managing Global/Regional Delivery
• Proven experience in a global complex BPO environment and multi service line deals
• Ability to influence at senior business levels within the organization which includes functions outside the core delivery
• Strong relationship building, communication, and influencing skills
• Ability to bring innovation to challenges and to overcome problems and obstacles as they arise as well as act and produce desired outcomes with limited direction
• Strong commercial awareness and project management ability
• Experience in change management

Desirable Skills and Experience -

Experience with solution design/transition management/ Six Sigma

Measures Of Success:

• Exceeding margin goals for the portfolio - through sustainable technology interventions and productivity improvements
• Delivery led Sales and sequential account growth
• Customer satisfaction and in the process make every client in the portfolio a referenceable client
• Keeping the key talent in organisation (Lower attrition rate on Key talent)
• Keeping overall attrition of teams lower – Anticipate turnover to proactively mitigate delivery issues
• Develop a robust control framework to proactively identify and address issues
• Bring new technology to table that can make a significant difference
• Develop Leadership – create more future leaders that can funnel growth.