Sr. Director, Implementations will proactively lead growth opportunities, profitability and customer service programs with exceptional quality and improved efficiency. Manage an aggressive growth strategy while ensuring productivity and business goals of teams are met. This individual should have strong leadership skills with proven management experience ideally in IT Professional Services or Software Services organization. Will have direct supervisory responsibility for multiple teams and must possess strong staff development skills, delivery excellence, continuous improvement, quality, productivity and automation. Partner with the VP for Professional Services and key stakeholders to create a plan and proactively manage how team skills & mindsets, work processes, etc will change as automation and AI-enabled technologies become more sophisticated and embedded in our day-to-day work. Push the Automation/AI agenda for the Professional Services team in PH.

• Develop and align workforce strategies to address key business plans and facilitate organizational change initiatives.
• Analyzing data to understand patterns, trends, and root causes of business problems to develop action plans to maximize customer satisfaction.
• Implements programs and operating systems, procedures and policies to ensure attainment of business plans for growth and profit.
• Regular review of operation process and consulting work scope to improve quality, minimize errors, track operative performance and execute process improvement opportunities.
• Ensures employees receives appropriate system and process training, coaching and engagement needs to retain highly effective employees.
• Set department goals and provide guidance to the managers, supervisors and team members to successfully achieve these goals
• Responsible for performance management, hiring, employee retention, succession planning & growth
• Provides mentoring and guidance to subordinates and other employees
• Conduct research, root cause analysis, and assessments to identify business pain points, areas of inefficiency, and potential areas for improvement.
• Utilizing data visualization tools and statistical analysis to communicate insights effectively.
• Develop innovative, data-driven solutions to address business problems. Designing, testing, and iterating business process solutions that are corrective and preventive using agile methodologies.
• Understand the telemetry available and create measurable Key Performance Indicators to track the success of solutions and ensure they meet desired outcomes.
• Build relationships with stakeholders to understand their needs, gather requirements and communicate project updates

• Bachelor’s or master’s degree in a relevant field such as IT, Computer Science/Engg, or Engineering. Exposure to financial services, accounting services related services is a plus.
• Minimum 10 years previous experience in a management role with demonstrated key leadership responsibilities in relevant areas.
• 10+ years’ experience managing a professional services team of at least 100+ employees.

KNOWLEDGE/SKILLS/ABILITIES

• Professional Services (projects) experience and notable accomplishments in a customer/client service environment.
• Strong Project/Program Management skills.
• Excellent written and verbal communication skills, including the ability to present complex data insights.
• Strong knowledge of robust technologies in a Professional Services operation (PM tools, relevant automation, AI-enabled SW, etc).
• Proven track record in Operations role, including the ability to improve processes, workflows and deliver substantial savings.
• Strong analytical skills, including proficiency in data analysis tools like Power BI, SQL or Python or advanced Microsoft Excel Skills.
• Robust experience in Process Mapping, Process Re-engineering methodologies and Transformation Road maps.
• Experience in defining and tracking KPIs to measure success of business transformations.
• Ability to think creatively and develop innovative, data-driven solutions to business problems.
• Detailed and process oriented; with ability to work on both strategic and tactical initiatives.
• Proven ability to quickly build and maintain rapport and credibility with multiple stakeholders across the organization at every level.
• Proven project and time management skills with ability to thrive in a fast-paced, team environment and handle multiple tasks simultaneously.
• Work through ambiguous situations, being able to develop frameworks and structures to define problems and construct execution plans that are achievable and pragmatic.