Services Delivery Setup and Operations Management Work with Service Delivery Lead - GCC TC and Head - GCC TC for setup and design of the Procure to Receipt (P2R) transactional support services at GCC Be the single accountable owner for all services operations, deliverables and outcomes required by the BU assigned within the framework of GCC Scope and SLA. Transition and Operations Stabilization Support interlock with BU stakeholders and CPOs to finalize the detailed process design and system enablement of P2R Transactions support services related to PR support and PO support and Post PO support (till receipt of materials / services) Responsible to update detailed SOW, policies and SLA / KPI framework  Work with Service Delivery Lead - GCC TC, Head - GCC TC and Group CPO for sign off on transition head count and migration of the process activities to GCC Customer and Stakeholder engagement Develop and build rapport and relationship with customer stakeholder organization linked to or influencing Techno Commercial operations outcomes of GCC Proactively identify business requirements and changes and work with Head - GCC TC to modify operational flows/deliverables Build business knowledge and its impact / requirements from TC Operations Implement robust communication model – including ad-hoc / informal tele conversations/ face to face meetings, structured Ops review update to all stakeholders Work with customer organization to ensure updated organizational structure information and coordinate Proactive update to GCC workflow approval matrix.  Ensure customer signoff on existing and revised SOP/ SLA’s and all process change requests. Operational Delivery and Service Excellence Responsible for end-to-end operations related to PO processing and post PO processing (till receipt of materials / services) Drive proactive alerts and escalate to Head - GCC TC / Head – BU TC for any upstream process gaps/ delays to ensure GCC deliverables and Reputation is positively managed Leverage SAP/ workflow and other available information tracking mechanisms to proactive anticipate potential processing issues Drive excellence and adherence to operational SLAs related to purchase requisition review, PO management and post PO management (till receipt of materials / services) Review and update related operational SOPs and policies if required and adherence to DOAs Maintain and identify any SLA commitment documentation, signoff and drive change requests Perform operational governance for achieving service delivery excellence Implement Service Excellence Framework with the following implemented as minimum standard: Daily operations review and volume tracking Delay track and proactive alert to drive upstream / downstream or in stream actions to closure Maintain and have updated end-to-end Process delivery Tracker. Proactively identify opportunities to improve process velocity Implement Issue and Escalation Tracker and log. Ensure timely closure of all improvement – corrective/preventive actions Work with GCC TC Head to initiate, implement and monitor all continuous improvement projects relevant for operational performance improvement Implement capacity management and operations business continuity management plans to ensure uninterrupted delivery to assigned Sector business. People and Performance Management Guide assigned operational team leads for effective people management Identify any people challenges quickly and work with Head - GCC TC and GCC HR for timely corrective action  Manage performance appraisal of the assigned Operational Team lead Ensure timely and effective 1-1 with assigned Operational Team leads Implement structure performance evaluation criteria and monitoring using tangible / operational data for assigned operational team leads Conduct periodic Skip level with Operational team members Ensure each operations team lead and operations team members (new /existing) are inducted to new operations model, expectations and governance mechanism including critical business scenarios Drive and cultivate culture of Outcome focused customer centric organization by driving E2E process awareness / Business sector appreciation sessions with the operational team leads and members. Operations Process Improvement and Knowledge Management Drive year-over-year productivity leveraging Digital/Automation AI/Gen AI tools Be the GCC Focal point and liaise / work with Business stakeholders in ensuring Process improvement program are aligned to Business needs Participate in GCC Cross functional Process improvement council to identify variances across BU and work on driving standardization  Lead deployment of necessary IT Workflow tools

Educational Qualification:

Graduate degree in Engineering, Commerce or Management. MBA Preferred Certificate or proven exposure to Techno Commercial operations. IIMM or CSM/CPA preferred Experience in working in SAP and Workflow driven Shared Services Environment. MM Certified preferred Exposure to AI/Automation Advanced user of Excel functions

Experiences:

12-15 Years of total experience More than 5 years of experience in managing team preferably in a GCC or Shared Services context 3-5 years of experience in working in Projects, Assets, Infrastructure, Manufacturing, Services organization in the domain of Sourcing and Techno Commercial function.  3-4 years’ experience in leading and managing Operations teams 1-2 years’ experience in Customer/ Stakeholder Engagement and Service delivery management Led a team with a size of 40-50 professionals Exposure to working in Indian conglomerates and working practices in promoter led organizations Experience in import procurement of materials and services Knowledge and experience of Indian tax including GST, eWay bill and Statutory compliance requirements Knowledge and understanding of Complex Services Techno Commercial scenarios in EPC/Project based organizations Exposure and experience in managing PO / Post PO activities for Projects, Capex and Opex PowerPoint presentation creation and delivery capabilities Basic knowledge of PR to PO and Post PO processing Exposure to work in SharePoint/Tool based environment and project management.