Engagement Director

Job Description

Our IdealCandidate

Key accountabilities and responsibilities include:

• Service Delivery management
• P&L accountability
• Manage People and performance
• Client satisfaction
• Client relationship (at a Delivery level)
• Account business planning and strategy (E2 and above)
• Financial performance (Contribution Margin)
• Transformation & Industrialised Innovation
• Supporting Growth
• Contract Compliance
• Acts as a single point of contact for the client organization in troubleshooting and resolving all issues arising from delivery-related account activities.
• Understands what it takes to manage a business and uses the insights to better understand a clients need and position the right CG offerings in conjunction with the Practice to bring value to the client.
• Ensure implementation of best practices in the areas of People, Process, Technology, and Controls in conjunction with the Practice Teams (Process and Technology).
• Working closely with the Practice to deliver all Transformation & Innovation projects as agreed
• Working closely with the Practice & Practice Delivery team to arrive at new opportunities for better efficiency to the client using Capgemini's ESOAR (Eliminate, Standardize, Optimize, Automate, Robotize) methodology underpinned by 5 Senses of Intelligent Automation.
• Working closely with the Practice and Practice delivery teams to implement relevant Technology platforms as well drive RPA Adoption across the processes
• Manages contractual re-negotiations to protect business interests while at the same time maintaining customer satisfaction.
• Manage the talent pipeline within the team in conjunction with the Practice to ensure organization resilience on a short, medium, and long-term basis
• Support Account Development

Essential Skills and Experience:

• 1416 years of proven experience in HR Services and Outsourcing in a global complex/matrix environment.
• Should have led large client delivery/portfolio delivery in the HR Service space 100-500 FTEs (E1)
• Strong People/Performance management experience
• Good experience in delivering Transformation projects for clients including Automation using Industry Tools and Robotic Process Automation (RPA)
• Focused on customer value and improvement of overall customer experience (C-SAT, internal quality processes).
• Leadership skills in a multicultural environment, cultural sensitivity, and ability to work internationally.
• Proven experience in a global complex BPO environment.
• Ability to influence senior business stakeholders at the client end.
• Strong relationship building, communication, and influencing skills.
• Ability to bring innovation to challenges and overcome problems and obstacles as they arise and act and produce desired outcomes with limited direction.
• Strong relationship building, communication, and influencing skills.
• Leading single large account/multiple accounts in a matrix reporting relationship
• Prior experience in a Multinational Organisation or BPO work culture.