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Your day at NTT DATA

• The role of the Business Operations Director- EU is as a key leader, responsible for driving the operational excellence and success of the Business Operations, Technology Services function (erstwhile Global Business Services (GBS)) within a Region. This role involves providing leadership, driving process optimization and standardisation, and ensuring the delivery of exceptional services across various functional areas at a regional level to a good level of customer satisfaction. This role leverages their significant experience, collaborates with cross functional teams and outsourcing providers, guides initiatives, and contributes to the business growth as well as Biz Ops, TS OKR's through streamlined operations and success.

This role provides leadership and management of GBS operations resources, fostering a collaborative and innovative team culture focused on achieving operational excellence.

What you'll be doing

Key Responsibilities:

ŸAccountable for services stabilization, quality and improvement across all countries/ region

ŸAccountable for adoption of GBS service delivery in countries/ region

ŸEstablish credibility and build trusted relationships with senior leadership of Countries/ Regions / Group, role modelling GBS commitment to customer service, delivery excellence and operational efficiency

ŸServes as the primary management contact and client liaison during delivery of GBS services- captive or outsourced.

ŸGather senior Country/ Region / Group relationship feedback on performance to ensure GBS meets expectations and operates at high levels of customer satisfaction

ŸStrategically focused and responsible for client satisfaction , maintaining client communication, and the overall management of the client relationship

ŸProviding country and region input into Continuous Improvement, Transformation and Innovation plans

ŸDrive Regional Service Management and Operational Governance of the service with the countries. Own regional customer performance scorecard on behalf of GBS

ŸWorks to grow the client relationship by identifying new business opportunities- GBS services deeper into existing functional services

ŸWork with providers, GBS GPO’s, countries and region to drive process standardization

ŸDrive GBS OKR’s to achieve business outcomes for the regions

ŸPartner with region team for commercial management of the GBS contract: CCN’s,Interco charging and direct damages, working with rest of GBS team

Knowledge and Attributes:

ŸCustomer service focus

ŸRelationship building & influence

ŸSetting direction

ŸValue acceleration

ŸNegotiation and conflict resolution

ŸProblem solving

ŸCommercial acumen

ŸCommunication skills

ŸDrive & resilience

ŸManaging for value & operational efficiency

ŸProject Management

Ÿ Collaboration and Coordination

• Change Management

• Committment to Quality

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent in Business Administration, Management, or a related advantageous.

• Lean / Six sigma qualification or equivalent, CIPS accreditation preferred.

Required Experience:

• Significant experience in similar roles gained within a global matrixed organisation

• Country level experience preferred

• Customer relationship management experience

• Service Management experience

• Significant proven track record of developing and executing operational strategies that drive excellence and business results.

• Significant history of achieving significant improvements in operational efficiency and performance metrics (Lean/ Six Sigma)

• Experience in vendor/business stakeholder management at a leadership level - locally and globally.

• Experience of the BPO / services industry / BPO vendor market.

• Experience in leading transformation projects in the operations space.

• Domain knowledge in Finance, Opportunity to Order areas would be an advantage

• Additional Job Description

Additional Career Level Description:

Knowledge and application:

• Uses extensive knowledge across functional areas to direct the application of existing policies and principles and guide the development of new policies and ideas across the function.

• Leads, integrates and directs work applying substantial practical expertise across function disciplines.

Problem solving:

• Solutions are devised based on limited information and issues that are occasionally complex and fundamental principles and data may be in conflict.

• New concepts and solutions consider multiple perspectives and future implications.

Interaction:

• Interacts with senior management, executives, and/or major customers which frequently involves negotiating matters of significance to the organization.

• Reconciles multiple stakeholder views to drive business results.

Impact:

• Works with senior management to establish strategic plans and translates business segment strategy into functional plans and guides execution.

• Erroneous decisions will have a critical long term (typically up to five years) impact on the overall success of function or multi departments.

Accountability:

• Accountable for results which impact function or multiple departments including budgets.

• Direct management of a team of professional managers and experienced individual contributors.

Workplace type :

Hybrid Working

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.