Description de l'emploi

Senior Director – Client Operations
Senior Services Head - Client Operations
Hybrid model – Onsite in Atlanta office 3 days per week
Business travel required

Job Description:
Infosys McCamish Systems is a growing and thriving fully owned subsidiary of Infosys BPM Ltd in Atlanta where we are looking for a Director/Services Head – Client Operations. In this role, you will be accountable to plan, organize, review and develop the capabilities of the Infosys McCamish Special Markets and RS units with the objectives to ensure sustainable and scalable business relationships with clients, meeting financial, customer, quality, process improvement and people objectives within the guidelines, policies and norms of Infosys McCamish.
This would include Business Planning & Review, Solution Design, Business Development, Transition Coordination: Resource planning (incl. Infra), process definition & documentation, SOW / Metric Determination, Process Training & Certification, Resource planning, Manpower Training, governance Planning, Performance Planning, SLA Compliance, Customer Interaction, Financial Review, Governance compliance, Knowledge Management, Automation and Transformation.

Responsibilities:
• Clients: Through successful service delivery and SLA management, ensure client satisfaction and retention. Partner with various support departments to facilitate client growth and expansion. Able to develop business cases and lead credible discussions with clients to articulate the company values and strategy. Ensure high degree of customer delight evidenced in client references and Infosys CVS scores
• Business: Ensure the financials of the unit are monitored, displayed and promote a P&L mindset within the organization and continuously meet or exceed the expectations on key metrics such as revenue and margin. Oversee organizational adherence with processes, policies, and best practices. Challenge the status quo and identify opportunities to improve quality, efficiency, and results. Manage through leveraging expertise, knowledge, tools, and balanced scorecards.
• Employees: Lead by example to foster a positive work environment in which employees professionally develop, grow, and contribute. Responsible for the ongoing professional development / evaluation of direct reports, accountability, and succession planning. Drive team members effectively towards the shared objectives of customer service and orientation.
• Leadership: Able to inspire and rally a team to quickly resolve challenges. Build leadership strength through individual self-accountability, training, and coaching. Develop a culture of continuous improvement. Identify opportunities for improvement, determine the root-cause of problem areas, analyze data, and solutions.
• TPA Strategy: Design and drive the strategy for the TPA teams in line with the business objectives and achieve and exceed unit goals. Contribute to the overall McCamish strategy formulation and execution by ensuring an integrated approach.
• Cross Functional: Support other departments in the organization by providing insight, data analysis, and operational expertise.

Qualifications:
Basic:
• Minimum of a bachelor's degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
• At least 14 years of experience related to the job description.

Preferred:

• Proven leader in the Services sector with relevant experience in the retirement services and life insurance domain.
• Managing global operations at multiple locations in a complex setup.
• Experience handling profit and loss responsibility for a business unit.
• Experience in supporting the sales process including face to face in critical pursuit efforts
• Ability to identify and implement automation and process transformation.
• Will help to have worked with admin platforms to direct platform efficiencies, straight through processes, AI, etc.
• Communication Skills and ability to coordinate with various internal and external divisions for work.
• Analytical and Leadership skills