Services Head Client Operation

Infosys Limited; Bengaluru; On-site; INR 3,500,000 - 5,500,000; Full time

Job summary

Infosys Limited in Bengaluru seeks a Services Head Client Operation with 15–20 years of experience in Finance & Accounting to lead business planning, governance, and performance for key client engagements.

You will coordinate across transition teams, sign off on contracts, manage budgets, and drive growth opportunities while focusing on client satisfaction and delivery excellence.

Qualifications

• Graduate degree or equivalent required.
• Strong domain knowledge in F&A (Finance & Accounting) including RTR, AP, AR, FP&A.
• 15-20 years of experience in BPO/finance operations roles.

Responsibilities

• Business planning and review; coordinate with Account Manager for account plan and growth.
• Plan and review people, infrastructure, and technology requirements with the transition team to finalize the target delivery model.
• Review and sign off SOW/MSA to complete contractual process; approve training/certification method for right skilling.
• Coordinate resource deployment across all processes to ensure budget and pricing compliance; identify training needs for domain, operations, and behavioral development.
• Prepare governance models to monitor contractual compliance, employee engagement, performance, and relationship health.
• Create scorecards for engagement and cascade them to ensure alignment with objectives; develop career/succession plans for direct reports.
• Conduct monthly financial reviews with BU Head and take corrective actions; identify opportunities for cost optimization.
• Identify opportunities for work redesign, shift utilization, and staff mix to meet financial goals.
• Validate and prepare business cases for opportunities within existing service lines to drive growth.
• Engage with key client stakeholders to improve CSAT and commit resources for improvements.

Skills

F&A domain knowledge

Education

Graduate

Job description

Job ID/Reference Code PROGEN-EXTERNAL-254980

Work Experience 15 - 20 Years

Job Title Services Head Client Operation

Educational Requirements

Graduate

Service Line

BPO Service Line

Responsibilities

Business Planning and ReviewCoordinates with Account Manager for account plan (new areas of growth).Transition CoordinationPlans and reviews the people, infrastructure, and technology requirements with the transition team to finalize the target delivery model.Reviews and signs off SOW/MSA to complete the contractual process.Signs off training/certification methodology to ensure the right skilling of the engagement.OperationsCoordinates resource deployment across all processes for the engagement (size, span, shift, utilization, skill set) to ensure budget and pricing compliance.Identifies training needs to ensure development across domain, operations, and behavioral competencies.Governance PlanningPrepares internal and external governance models to monitor contractual compliance, employee engagement, performance, and relationship health.Performance / Talent PlanningCreates scorecards for the engagement and cascades them to the team to ensure alignment with engagement objectives.Creates career development and succession plans for direct reportees to ensure sustainable employee engagement and motivation.Financial ReviewConducts monthly financial reviews with direct reportees and the BU Head and takes corrective actions when required.Resource OptimizationIdentifies and implements opportunities for work redesign, shift utilization, staff mix, and staff utilization to meet or exceed internal financial goals.Revenue EnhancementValidates and prepares business cases for identified opportunities within existing service lines for growth.CSAT (Customer Satisfaction)Engages with key client stakeholders on improvement areas and commits resources to enhance customer satisfaction.Domain Expertise RequiredStrong domain knowledge in F&A (Finance & Accounting):RTR (Record to Report)AP (Accounts Payable)AR (Accounts Receivable)FP&A (Financial Planning & Analysis)