Delivery Manager/ODM (P&C)

The delivery leader is accountable and responsible for driving vertical growth, P&L, Operational metrics jointly with the VBUs and sales leader and maintaining existing client relationships in order to ensure achievement of planned growth and delivery targets.

• To bring retail (B2B/B2C) industry knowledge, best practices, innovation and cutting-edge technology to our clients in the BFSI - Insurance industry to deliver business value.
• To work with leading BFSI clients, to help maximize value to the client in the business.
• Looking for individual with hands-on experience in defining and implementing strategy programs in the area of business transformation, define and optimize go-to market channels, design the product and services, increase customer life time value, define service to delight customers and optimize marketing spend.
• Experience in Pricing & new Product/service design: leveraging analytics to design new products and services in the banking and financial services space.
• Domain experience in Retail Banking, Commercial Banking, financial Service, capital market, insurance and similar industries in US market and Banking/ Financial/Insurance Solutions.
• Preferred: Experience of working with Banking and financial service institutions clients (preferred experience US).

# Key Result Areas Activities

P&L Management

Create, strategize and sign off P&L budgets along with the Sub-vertical leaders, Handled accounts (P&L) spread across various GEOs.

• Ensures the vertical achieves its MTD/YTD, Q on Q targets: Revenue, EBTIDA, Operational metrics - EE and EN and aligned SG&A costs
• Conducts monthly reviews on revenue margin, pipeline, utilization
• Identify key parameters of improvement for vertical growth and margins
• Lead and implement all cost related initiatives for VBUs and direct projects

2 Sales & Client Management

• Create strategies and deliver best in class service to clients and ensure renewals of existing partnerships - primary responsibility for EE (Renewals and Extensions)
• Identify opportunities for cross sell in the existing accounts
• Co-own, support and propose new domain offerings/cross-sell to existing clients
• Build Industry partnerships and come up with new offerings, solutions for the vertical
• Support Sales and Delivery teams in proposal/solution development
• Supporting onsite presales and customer presentations
• Sharing customer insights with practice/sales teams, to ensure offering development in line with customer requirements
• Exposure of long term planning and execution

3 Service Delivery and Project Management

• Project, Program and Portfolio Management, Process Improvement, Change Management, Risk Management, Financial Reporting, Six Sigma, DMAIC, Agile, SCRUM, Lean, Account Management, Business Development, Quality Assurance, Business Analysis, Cloud Operation
• Decide delivery account structure for all accounts under the vertical
• Responsible for the overall delivery of the vertical
• Ensure smooth operations delivery and in alignment with agreed targets
• Govern and liaise with VBU delivery leaders to ensure high-quality and on-time project delivery
• Drive quality initiatives as suggested by central teams. Own all SG&A improvement projects for the vertical driven by central teams
• Responsible for issue resolution in vertical. Identify requirements for PMO involvement in critical situations
• Drive change management with agility basis business needs
• Proven record of initiating, establishing & delivering large programs in FPP / T&M model
• Ensure vertical operating metrics are in line with target

4 Performance Management

• Excellent People Management skills with strong ability to lead & mentor the team
• Cascade vertical level goals to practice and account delivery teams
• Manage performance, rewards, careers and appraisals for teams
• Monitor overall vertical employee performance

5 Resource Management & Utilization

• Own operating plans and identify overall resourcing and project staffing requirements along with RMG
• Bench management
• Periodically review overall people operating plan and utilization

6 Training & Knowledge management

• Identify capability gaps and build capability for around program management, project management
• Identify and sign off training needs (internal/external) basis requirement
• Identify training opportunities for enhanced productivity basis industry practices
• Publish white-paper/articles

1. Key Performance Indicators

BFSI - Insurance.

• Vertical P&L
• Revenue
• Gross Margin & Net contribution margin
• All aligned direct vertical costs
• EE and Change Requests target achievement and cross sell

Customer CSAT/Customer feedback/NPS

Process Vertical utilization (Project utilizations)

• Cost per employee, sub-contracting costs
• Attrition rate for accounts in Vertical
• Quality of Delivery (SLAs, KPIs)
• Organizational pyramid
• Job rotation of resources

Learning & Growth

• VBU Attrition , high performer attrition
• VBU ESAT
• Diversity in L1 & L2 roles
• % of L1 and L2 positions successors identified