Engagement Director | 15+ years | Kolkata

Job Description

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.

Primary Skills

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 
•    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 client’s 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

Secondary Skills

14–16 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