Lead - Client Operations & Services

Infosys BPM Limited · Bangalore

Senior

PayPay not listed

WhereBangaloreKarnataka

TypeFull time

Posted8 Oct8 days ago, via SimplyHired

Kaam checked

No fee, deposit or pay-to-apply signs

Good spoken and written English expected

No vehicle or licence needed

Skills they list105 named

Resource allocationPerformance management goal settingCost managementRisk assessmentsQuality indicator monitoringSolution developmentService level reviewsKnowledge managementTeam goal managementStaffing optimisationStaff supervisionTeam goal settingTeam member evaluationPerformance coachingCustomer relationship buildingExecutive communicationData privacy guidelinesResource allocation planningCost optimisationStakeholder collaborationAutomationRegular stakeholder meetingsWorkflow managementOperations coordinationStakeholder liaisonCoachingWorkforce planningIT quality controlTalent managementIT service managementCustomer satisfaction trackingCompliance audits and assessmentsExecutive stakeholder managementEscalation managementEmployee retentionPreventive actions in quality controlCorrective and preventive actionsRegular client review meetingsCross-departmental liaisonPerformance evaluation feedbackCost controlClient relationship developmentTalent developmentTrend analysisQuality control auditDigital transformationChange managementInformation security complianceRegulatory compliance monitoringBusiness process re-engineeringTeam developmentWorkforce planning strategyAchieving service-level targetsSLA adherenceQuality risk managementContract compliance checksContinuous improvementPartnership buildingClient servicesQuality improvementCustomer relationship managementQuality compliance managementTarget settingStakeholder reportingService level managementContract compliance monitoringService level analysisEmployee performance appraisalsClient communication managementMeeting facilitationProblem identificationClient status updatesAccount management conversationsProblem managementMultidisciplinary collaborationOperational excellence initiativesTechnical troubleshootingOperational metrics analysisQuality auditsCapacity planningOPEX controlRoot cause analysisImplementation of strategic initiativesClient communication skillsFinancial managementAI-driven automationWorkforce managementAccount managementEscalation handlingInternal team coordination for issue resolutionProcess managementData-driven performance managementIncident management responsibilitiesStakeholder expectation managementClient liaisonSLA monitoringPerformance measurementKPI analysisProgress review assessmentStakeholder relationship buildingCross-functional communicationService level agreement managementStakeholder managementIT risk managementCollaboration with IT

About this job

Key Responsibilities

he Client Operations Head COH is accountable for end to end service delivery people leadership client governance and operational transformation for a large scale Service Desk engagement within the CEIU unit

The role ensures contractual compliance delivery excellence cost optimization and continuous improvement while leading a multi layered span of 170 employees

Key Roles Responsibilities

Service Delivery SLA Governance

Own end to end Service Desk operations across L1 L1

5 specialized support towers

Ensure achievement of SLA OLA KPI CSAT and productivity targets as defined in the client contract

Lead daily weekly and monthly operational governance with performance reviews and corrective actions

Drive incident trends problem management and root cause elimination to improve stability and customer experience

Act as escalation owner for all critical service issues and client impacting incidents

Client Stakeholder Management

Serve as the primary point of contact for senior client stakeholders for service reviews escalations and roadmap discussions

Lead monthly quarterly governance forums executive reviews and operational health discussions

Manage client expectations while balancing delivery commitments cost risk and transformation goals

Build strong partnerships with internal leadership cross unit teams and client IT leadership

People Management Leadership

Lead a multi layered structure comprising Operations Managers Team Leaders SMEs and Analysts

Own capacity planning workforce management attrition control and succession planning

Drive talent development capability building and readiness for scale or scope expansion

Ensure performance management through goal setting periodic reviews coaching and corrective actions

Foster a culture of high accountability engagement inclusion and continuous learning

Financial Commercial Ownership

Own revenue margins cost optimization and productivity commitments for the account

Track FTE utilization billing accuracy and productivity movements

Identify opportunities for cost take out automation and non linear delivery models

Ensure compliance with contractual clauses service credits and financial risk controls

Quality Compliance Risk Management

Ensure adherence to process compliance audit standards security policies and data privacy mandates

Own internal and external audits client assessments and compliance certifications

Proactively identify delivery people and operational risks and implement mitigation plans

Drive consistent quality governance ticket audits and defect reduction programs

Transformation Continuous Improvement

Identify and drive automation AI RPA self service and knowledge management initiatives for volume reduction and efficiency

Lead process re engineering and standardization to improve stability and scalability

Preferred Skills

BPM->Leadership - JL6B

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