Vice President - Operations Account Leader at Genpact

Job Description

• In this role, The Operations Account Leader is responsible for end-to-end client service delivery and P&L for one of our biggest clients overseeing multiple offices located in Johannesburg and Durbin. This position works closely with client CXO and process owners, Genpact operating teams, and global relationship managers in order to achieve the operational and transformation goals and objectives. As Account leader, you act as the main connector between regional leaders, the business community, and local operations teams, ensuring local alignment to all Genpact policies & procedures, and business objectives.

Responsibilities

•   Provide strategic leadership and direction for the account, ensuring alignment with company goals and objectives.
•  Manage and oversee the day-to-day operations, including service delivery, client satisfaction, contractual compliance, revenue growth, and employee performance.
•  Collaborate with senior management on business growth, strategy, and operational planning.
• Lead a large team of 500+ employees, providing guidance, coaching, and mentorship to drive high performance and engagement.
• Develop and implement operational strategies, policies, and procedures to optimize efficiency and effectiveness.
• Contribute to new deal processes from solutioning to stabilization, ensuring seamless transitions of new work.
• Champion technologies like RPA or Generative AI within existing operations in collaboration with digital teams.
• Drive continuous improvement initiatives to enhance processes, systems, and performance metrics.
• Collaborate with cross-functional teams within Genpact and the client, including finance, human resources, and technology, to support business objectives and initiatives.
• Monitor and analyze key performance indicators (KPIs), metrics, and trends to identify areas for improvement and drive results.
• Foster a culture of innovation, collaboration, and accountability, promoting employee development and career growth opportunities.
• Serve as the senior point of contact for clients, ensuring alignment on service delivery expectations and driving client satisfaction.
• Introduce external perspectives and best practices into operational processes.
• Represent the company in building and maintaining strong relationships with clients and stakeholders.

Qualifications we seek in you!
Minimum Qualifications / Skills

• Bachelor's degree in business, management, operations, or a related field; MBA or equivalent preferred.
• Proven experience (relevant years) in a senior leadership role managing large-scale operations, preferably in a BPO or professional services environment.
• Strong leadership and management skills, with the ability to inspire and motivate teams to achieve goals and objectives.
• Excellent communication, interpersonal, and relationship-building skills, with the ability to interact effectively with clients, stakeholders, and employees at all levels.
• Strategic thinker with a track record of driving operational excellence and delivering results in a dynamic and fast-paced environment.
• Experience in process improvement methodologies such as Lean Six Sigma is desirable.
• Ability to navigate and lead through ambiguity and change, with a focus on innovation and continuous improvement.
• Strong business acumen and analytical skills, with the ability to analyze data, identify trends, and make data-driven decisions.
• Demonstrated ability to build and maintain strong client relationships, with a customer-centric mindset.
• Flexibility to travel as needed.

  Preferred Qualifications/ Skills

• Chartered Accountant CA(SA)