Director – Survey Administration

Overview

Lead the operational delivery of the Career Survey Administration teams, managing a 100+ FTE organization across global and regional processes and driving service quality, efficiency and talent development within the Career LoB in India.

What you'll do

• Manage the operational delivery of the Task Base analytical team and projects, leading a 100+ FTE organization across complex global and regional processes while ensuring standardization with appropriate local market adaptation.
• Work with teams in different countries, such as Poland and China, as one integrated team delivering the same data and outcomes across locations.
• Strategize and execute the transition of work to support growth objectives.
• Manage relationships with senior stakeholders locally and globally in a matrix environment, with oversight of key performance indicators such as revenue growth, client satisfaction, operational efficiency and colleague retention.
• Set the tone and drive productivity across the center in the interest of all objectives and deliverables.
• Deliver superior service to clients by optimizing the effectiveness and efficiency of people, processes and technology, enhancing financial performance, increasing investment capacity and managing risk.
• Own the employee proposition, working with HR and people managers on location.
• Drive engagement and continuous improvement in partnership with Learning & Development.
• Manage and supervise process transitions between locations and teams, with a strong focus on process optimization and operational efficiency.
• Manage service quality and delivery, stakeholder relationships, and ongoing operations management and governance.
• Develop and manage strategic initiatives, including the design of corresponding values and strategic vision.
• Create and communicate a compelling and aligned vision for Career LoBs in India, and work proactively with Executive Leadership to strengthen the Delivery value proposition.
• Develop and coach colleagues, including succession planning, and promote a performance culture.
• Oversee workforce management and manage talent towards stronger operational effectiveness.
• Manage shared resources, including training, process, business analysts and project managers, to correspond with project demands and business priorities.
• Plan competency development, conduct coaching conversations, and build learning and development plans tailored to the team's needs.
• Manage the GOSS India Career Production P&Ls, manage business capacity, drive operational scalability, and manage budgets and forecasts.
• Monitor, manage and mitigate client service issues and business risks in Career India (Career production).

What you'll need

• Experience working for an international organization.
• Experience managing a team in different countries outside India, across locations in different parts of the world such as EU and NA, or experience working abroad in a large organization and managing a team in different countries.
• Graduation or MBA from a premier business school, or equivalent degree.
• Minimum 15 years' experience overall, with at least 10 years' experience managing business operations in a large professional organization.
• Deep understanding of operations and shared services environments, with a focus on volume-based workflow and data management.
• Extensive experience in leading organizational change.
• Excellent communication skills with superior face-to-face presentation skills.
• Ability to lead others in a global environment, including highest standard management skills.
• Ability to convey an operational mindset and approach to a business-focused environment.
• Team player who has experience building effective relationships at all levels.
• Good understanding of data management best practices and process engineering designs for efficient delivery.
• Strong negotiation skills; assertiveness, with the confidence to communicate clearly, influence stakeholders, and drive decisions when needed.
• Budgeting and finance acumen.
• General knowledge of process transition methodology.
• Strong presentation and public speaking skills, able to communicate effectively with audiences at all levels.
• Knowledge of operational metrics and the ability to analyze operational data to support performance monitoring, reporting and decision-making.
• Strong business, financial and operations acumen, with the ability to interpret financial information and understand business drivers.
• Knowledge of Lean principles and experience applying them in BAU operations.
• Strong capacity planning skills, including forecasting team workload, allocating resources effectively, and ensuring delivery against business demand.
• Experience leading process transitions between locations, ensuring smooth knowledge transfer, continuity of service and successful implementation.

Nice to have

• Experience working abroad or collaborating with teams outside India in a cross-cultural, global environment, leading such teams.
• Strategic thinking.
• Experience in managing large teams.
• Expertise in managing relationships with senior stakeholders locally and globally in a matrix environment, with oversight of key performance indicators including financials.

Details

• Location: Noida - Sector 135.
• Work mode: Hybrid. Colleagues are expected to be in their local office or working onsite with clients at least three days per week, with an anchor day per week for office-based teams.
• Role reports into the Global Career Delivery Leader's leadership group.