Practice Head - Hitech & Professional Services

Company Description

WNS (Holdings) Limited (NYSE: WNS), is a leading global business process outsourcing company. WNS offers business value to 200+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare and Utilities. WNS delivers an entire spectrum of business process outsourcing services such as finance and accounting, customer care, technology solutions, research and analytics and industry-specific back-office and front-office processes. WNS has over 50,000 + professionals across 60+ delivery centers worldwide, including Costa Rica, India, the Philippines, China, Poland, Romania, South Africa, Spain, Sri Lanka, UK, and US.

WNS partners with leading Hi-Tech, frontier-tech and professional services firms to drive accelerated business outcomes in an ever-evolving technology and consumer landscape. We combine deep domain expertise with process and transformation-led RPA, AI and analytics solutions to help increase cost efficiency and revenue streams, generate actionable business insights, and enhance agility and flexibility. Our digital-first solutions improve NPS scores and regulatory compliance and reduce lead acquisition cost, enabling clients to deliver superior business and customer experiences.

To know more about WNS: - please visit the website: www.wns.com

Why Join Us?

At WNS, our mission is to enable clients to outperform with our passion for service and innovation. At the heart of each client engagement is our pursuit to understand our client’s business, and create impactful solutions that can drive agility and excellence into their business processes. Our promise of outperformance stems from our deep domain expertise, partnership approach and a global delivery network.

Our mission as an organization is guided by our CIRCLE of values: Client First, Integrity, Respect, Collaboration, Learning, Excellence.

We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core.

ROLE TITLE/ DESIGNATION

Designation: Corporate Vice President – Client Services

Role : Global Industry Practice Leader

Reporting to : Business Unit Head

Location: North America

Role Span : Global

Positioning : Senior Leadership

Role Band: DI

ROLE OVERVIEW: SNAPSHOT

A key member of the BU Leadership Team who will influence and deliver tactical and strategic initiatives that will drive toward achieving the medium to long term objectives of the BU (Business Unit). This will involve leading / managing all non-operations teams that enable business success globally in partnership with all delivery horizontals and centers of excellence.

This role will lead the Hi-Tech & Professional Services (HPS) Industry Practice winning and delivering client work and offering intellectual and managerial leadership within the team and externally. The person will work with the executive leadership team directly. The role offers a chance to learn, grow, develop a class leading excellent practice and enhance the reputation for WNS within the sector as an emerging leader and innovator.

Act as a business leader with gravitas who acts where necessary to achieve the mid and long-term goals set by the executive management. Deliver the expected results whilst balancing short-term tactical and long-term strategic goals

KEY AREAS OF IMPACT

• SALES: Partner / mentor all sales teams globally and lead all new pursuits deals as the BU Leadership / Domain Representative. Hold all Sales Strategy and Go to Market Plans & Marketing Support for the Unit. Observe market trends and competition to be able to present and articulate WNS competitive advantage.

Interpret market trends and economic drivers as they emerge and work with Sales and Business Unit leadership to develop plans, programs, and initiatives that meet these changing market needs. Drive adoption and proper use of the CRM system to build high quality data, creating robust pipeline metrics

• Account GROWTH: Hold complete accountability for the maintenance and business growth for all existing clint relationships with direct ownership of all Client Services / Account Management Teams. Build strong executive relationships and leverage network to position WNS as a preferred vendor of choice.

Analyse market data to identify trends/opportunities and helps translate the same into operational plans via delivery leadership. Play a key role in uncovering opportunities to provide additional solutions within existing major accounts. Provide lucrative business value proposition to existing client base and prospects

• PRESALES & SOLUTIONS: Lead all Solution Architecture teams and enable innovation / tech enabled winning solution architecture for all the unit’s deals. Provide vision, strategy, and guidance to the Presales team in developing opportunities with prospects and existing customer base.

• Leader will also work towards enhancing the integration of technology and Automation into all business solutions while building an eco-system to support this disruptive change thus ensuring that technology is a key enabler of both organizational improvement and service transformation.

• CAPABILITY: Own all aspects of capability creation including but not limited to platforms, partnerships, new service offerings, pricing constructs, domain led programs – anything and everything to create newer, contemporary, disruptive, and impactful revenue streams with digital and technology as a backbone.

• Leader would need to work closely with internal COEs and external partners / vendors to support the build / buy journeys with high quality revenue realization via fast design and execution. Champions the development of the product / services portfolio to capitalise on current/future market trends. Position Consulting as a key offering in the market.

• Decision SUPPORT: All aspects of Workforce Planning, Data Analytics, Dashboarding, Insights for the unit will be under the umbrella of this leader. Ensure knowledge management and communicate recommendations, insights, direction, and customer requirements into Leadership teams.

• CONSULTING: Support pipeline building through consulting & diagnostics projects. Proactively work with BU and Sales to identify large revenue opportunities / better WNS positioning, through consulting projects. Deep domain / process understanding of WNS and its offerings
• PRACTICE ENHANCEMENT: Identify existing offerings at WNS and create a productized version of these. Create new offerings for Bus which should include Operating Model, People Model, Process Model, Technology Model and Governance Model, while ensuring relevant Process Maturity Models for these is taken into account

All the above will be driven by dedicated teams in each area under the leadership of this role. Will have direct teams in Solutions, Capability, WFM and Client Partnering with a hybrid reporting for the Sales Teams. Will need to Lead, mentor and coach a team of highly skilled and experienced teams.

WHat will work

• At least 10 years of Business Operations Management experience.
• Proven ability to work well in a matrixed environment, across multiple stakeholder groups, and influence all levels within an organization to get things done.\Demonstrated ability to lead teams through the type of ambiguity and fluidity that can come with a business that is being transformed for growth.
• Sales and entrepreneurial mindset
• Ability to travel frequently
• Set up / market making / build of business experience would be a bonus.
• Exposure to Pre Sales / Solutions / Technology would be desirable.
• Overall Experience 18-20 years, at least 10 + years of leadership experience in international markets with exposure / direct interface within the Hi-Tech sector
• Background in Hi-tech organizations preferred.
• A desire to win, allied to strong ethical values and professional integrity.
• Post Graduate Degree in Management or any other.
• Commercial acumen and professional rigor around important details such as reviewing contract terms and conditions
• Excellent written, verbal, interpersonal and public presentation skills.
• Strong pedigree in leading and inspiring others to perform and over-achieve; an innate ability to build great team morale and energy.
• Should have managed direct revenue targets of 50 Mn $ + with direct client interface / CXO connects.