Genpact is looking to fill the role of Service Delivery Leader for a Retail Client in the Procurement domain. It’s a key delivery leadership role which includes setting up of best-in-class service delivery (activities includes eSourcing, transactional procurement, and Data (category) Analytics), deliver transformation roadmap, consistent delivery across Genpact delivery centers and customer satisfaction. This position provides leadership and management to Genpact staff aligned to the client’s delivery operations and actively contributes to overall operational targets as well as daily business decisions. The successful candidate will be responsible for customer relationship, people leadership, continuous improvements & transformation, quality management, workforce planning, people upskilling, HR metrics and financial metrics.

• Transition the in-scope activities from Client’s existing shared services/markets to Genpact delivery centers
• Create seamless delivery & governance framework for Delivery Teams to consistently deliver on client expectations (contractual & beyond)
• Collaborate with client’s senior stakeholders and Genpact service lines to develop transformation roadmaps and deliver
• Continuously monitor account level financial metrics and make efforts to exceed the financial targets (all financial metrics are measured quarterly)
• Deliver Genpact’s digitalization strategy through leveraging the latest disruptive technologies such as GenAI (Generative AI), Robotics Process Automation (RPA), Analytics, Partnership ecosystem as well as new-age technological enhancements within the in-scope domains to enhance operational delivery and customer experience
• Continuous monitoring of operational (contractual & non-contractual) deliverables; Highlight focus areas or Help Required to Stakeholder and Genpact leadership time to time.
• Implement appropriate mechanisms to measure and analyze team’s performance against the set targets (contractual & beyond) and discuss & develop improvement plans where required.
• Be an escalation point for any delivery related or people related issues from clients or internal teams. Handle escalations confidently, proactively identify key risks, and agree/implement mitigation plans to ensure repeat complaints are eliminated
• Have a thorough understanding of contractual commitments and financial commitments for the account; raise proactive flags when there is a deviation
• Maintain & grow customer relations – focus on improving NPS/Customer Satisfaction score. Take personal ownership for action plans.
• Work with the client to understand key requirements and translates them into delivery plans capable of being executed effectively by Genpact to agreed timescales
• Work with client’s retained organization to assist with communication of key process changes to drive program adoption within client teams
• Work with the client retained & Genpact delivery teams to identify transformation and productivity opportunities (contractual & beyond) along with Genpact’s Lean Digital/Transformation Team and build a time-bound transformation roadmap for execution.
• Ensure delivery of all contractual SLAs like savings targets, timely deliveries, quality assurance, timely FTE productivity release etc. as applicable.
• Proactively engage with internal Genpact teams to upskill team members time to time, retention of knowledge & expertise, appropriate technology interventions to reduce manual efforts and people dependencies across Procurement processes

Minimum Qualifications / Skills

• Bachelors/master’s degree from a reputed University
• Subject matter expert in sourcing & procurement operations including Analytics – the ability to coach & mentor team members across all delivery centers
• Minimum years for Retail (BPO) experience in Procurement and/or MDM space; overall experience >relevant years.
• Experience of running medium to large teams (~200 FTEs) in shared service model, preferably 3rd party set up.
• Demonstrate working knowledge of the six sigma and technology driven improvements/transformation
• Commercial savviness demonstrated by building solutions that work for both Client and Genpact, ability to innovate commercial models to protect Genpact’s interest and client’s business objectives
• Good understanding of financial levers impacting P&L which needs to be continuously monitored to assess the financial health of the account
• Comfortable to lead teams spread across multiple global locations
• Influencing skills, creative thinking, innovative mindset
• Effective mentoring and relationship building skills with the ability to effectively lead group and interpersonal conflict situations

Preferred Qualifications

• Professional certification in Procurement is desirable
• Working knowledge of one of the popular ERPs (e.g. Coupa, Ariba, SAP etc.) is an advantage