Job Summary

The Engagement Service Delivery Lead will partner with the client decision makers and stakeholders on multiple engagements for Energy and Utility customer to manage the customer service , billing and receivable activity  Manage multiple diverse delivery teams located globally and be responsible for the overall health and growth of the account

Key Responsibilities

 Strategic:

• Bring in Industry best-in class process knowledge and re-engineer the process towards making it self- serve and lean.
• Ideate, transform, re-structure existing and new programs from delivery lens
• Ability to modernize shared service design & deployment
• Unlock business value & elevate from administrative function of programs to making it a source of market differentiation by creating winning preposition

Delivery & Operations:

• Direct a team of senior Track Leads, Project Managers, Delivery Leads, Group managers of large-scale, complex global projects that involve multiple stakeholders
• Hand’s-on day to day delivery management and engagement with multiple support units within the organization to effective output
• Evaluate trade-offs between project size and complexity, cost, urgency, risk, and stakeholder value
• Manage critical path to delivery of project objectives, engaging with stakeholders and critically assessing requirements
• Effectively assess and resolve high priority project risks
• Manage work force to ensure that client expectations are met while meeting margin goals
• Ensure employee satisfaction index constantly improving
• Ensure projects meet success parameters and ROI targets stated in the business case
• Maintain collaborative and trusting relationships with stakeholders, effectively overcoming challenges and positioning alternatives to move the project forward
• Tap additional account growth opportunities through networking & client relationship management
• Aim at maximizing economic value and securing future competitive advantage
• Synthesize data into useful formats and bring actionable insights while straddling between details and higher level implications of critical business issues
• Be responsible for the  MBR, QBR’s , YBR’s with multiple stakeholders and decision makers
• Effective transition, pre-bid and RFP experience is a must for this role
• Drive team towards transformed state and always look for opportunity to improve and run people independent process
• P&L responsibility and account growth

 Managing Acquisition/ Knowledge Transfer Projects:

• Define project objectives, project scope, roles & responsibilities.
• Outline requirements needed from sales and legal stakeholders to deliver projects on budget.
• Prepare a detailed project plan to schedule key milestones, workstreams & activities.
• Manage delivery, changes in project scope, schedule or budget, client relationship and communication with all stakeholders, ensuring the project is delivered to their satisfaction.
• Track projects and provide regular reports on their status to the project team and key stakeholders.
• Identify and mitigate potential risks.

Skill Requirements

• Work experience in an established Service organization with minimum 20 years of experience working on the following areas

• • • Customer service
    • Billing and Invoicing
    • Accounts receivable

• 18-23 years of leadership role managing multiple delivery teams globally
• Ability to work with multiple delivery teams spread geographically supporting regional markets
• Graduation, MBA in Operations
• Demonstrated opportunity & pipeline forecasting methodology experience
• Proven experience of Digital Transformation implementation and working in complex IT environments
• Prior experience of data scrubbing, opportunity identification, Root cause analysis, Process re-engineering, running and leading large scale transformation initiatives at a functional and organizational level
• Experience in detecting revenue recognition issues
• Experience in solution design, responding to RFP/ RFI’s
• Proven experience working in a high-volume contract administration department
• Exposure to Digital tools, RPA and other tools like ERP, CRM with good exposure of Agile methodology
• Excellent interpersonal communication, with the ability to influence at a senior level. Must be able to foster and maintain strong partnering relationships with sales and internal departments
• Teamwork and collaboration with internal and external stakeholders and getting to logical conclusion of task at hand is core expectation of the role
• Excellent analytical skills and expert proficiency in MS Office, Workspace
• Strong time management and organizing ability with the flexibility to work in a fast-paced, dynamic
• global environment
• Black/ Green Belt certification would be an added advantage

Other Requirements