AVP-FPNA GPO

• Leading a team of AVP, Managers & Senior Managers to ensure that overall delivery of services is within agreed SLA's & KPI's as defined. Deliver all contractual client requirements

• Attrition management and retention of key resources. Back up planning. Continuously strive to build a culture of high-performance.

Facilitate effective teamwork and build collaborative relationships internally and externally

• Customer Relationship Management
-Manage customer relationship and liaise with the client
• for ensuring alignment on process related activities, changes in process and identifying opportunities to transition more activities

• Act as a point of escalation for critical/ complex service issues and Manage Risk & compliance

• Improve efficiency and increase Customer satisfaction

• Well versed with BCP/DRP programs for industry

• Owner of process Transformation/Adoption of digital life cycle - Create a mindset of innovation aimed at constantly challenging the norm to drive business value. Responsible for ensuring a disciplined approach to operational excellence. Drive ongoing continuous improvement through LEAN/ six sigma, automation opportunities within all processes to improve profitability.

• Transition Support - Play a lead role in transition of processes by bringing in shared service specific knowledge & best practices for smooth implementation and execution.

• Process Vision & Strategy

- Define 1–3 year target-state roadmap.

- Drive global process standardization.

- Define KPI framework and business outcomes.

• Transformation Ownership:
Own automation backlog, Prioritize AI opportunities., Sponsor process redesign initiatives, Approve standard process models.

• Supplier Governance:
Primary interface with supplier process leads, Review service performance and transformation delivery, Manage process escalations.

• Governance:
Lead monthly GPO Committee, Review KPI scorecards, Resolve cross-functional process issues.