Business Operations Director - MEA region

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• Ensure adoption and Hypercare/ stabilization/ quality of services
• Work with GBS leadership to develop a strategy to deliver customer service balanced with operational efficiency in support of GBS operational and financial goals
• Manage Countries/ Regions / Group relationships, including maintaining regional service management and governance framework
• Accountable for client satisfaction at a regional level, including implementation of satisfaction standards, and oversight of satisfaction surveys / Voice of the Customer with associated action completion and improvement in the score
• Regional point of accountability for issue escalation, and incident/problem resolution, working in conjunction with captive or outsourced Service Delivery
• Consistent and accurate reporting of metrics through the providers - pilot, hypercare, SLA’s, volumetrics, efficiency
• Builds effective and collaborative relations with the provider management and operations team ensuring all expectations are clearly understood and can be delivered upon
• Accountable for identification of customer driven opportunities for value acceleration
• Understand customer context at an executive level as well as the value that GBS brings in supporting the realisation of business and/or functional objectives
• Lead projects to gather customer requirements, initiate and maintain customer focused governance (including Customer/User Boards), deliver performance reporting to customers, negotiate and agree country/ region SLAs, and establish service management consistently on a global basis
• Ensure accurate business-volume forecast proposals for customers to ensure providers can staff up accordingly
• Ensure Countries/ Regions / Group receive end-to-end transparency of charges and costs
• Manage any change requests, direct damages claims and/or changes to SLA’s or contracts for the Region and involve other teams where necessary
• Accountable for reinforcing NTT Ltd values and ways of working, and ensuring they are embedded into the provider organization
• Timely resolution of P1 incidents post go-live

• Demonstrable experience in leading customer relationship management at a global level
• Account management experience in BPO / services industry
• NTT country experience
• Service management experience
• Lean / Six sigma experience or qualification or equivalent an asset
• Delivery experience in Finance, HR, Procurement and other back/mid office areas

• Customer service focus
• Relationship building & influence
• Setting direction
• Value acceleration
• Negotiation and conflict resolution
• Problem solving
• Commercial acumen
• Communication skills
• Drive & resilience
• Managing for value & operational efficiency
• Project Management
• Coordination

• Bachelor’s or equivalent degree
• Circa 15 years relevant experience

Workplace type:

About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.