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

Function

Activity Detail

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, behavioural 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 organisation 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 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


Contact Details
Website: https://covalensedigital.com/
Address: Bengaluru - 560034, Karnataka, India