General Manager- Service Delivery & Operations

Job Description:

A. Client Deliveries:

1. Assures timely and efficient Client work deliveries across teams. End to end responsible for delivery of all projects in the company.

2. Liaison with Clients on a regular planned basis to follow up on assignments, understand client concerns, provide resolutions, maintain Client relationships, explore opportunities with existing client to cross sell or up sell on assignments.

3. Onboarding new clients, transition planning, team training, designing Client process SOPs.

4. Understanding Client processes to suggest value additions or improvements.

5. Establishing new Verticals of Services planned to be set up by Management and installing right teams for their execution.

B. Team Management:

1. Handle employee hiring process in coordination with the HR or HR agencies on an end-to-end basis.

2. Shortlisting candidates referred to by the HR, perform preliminary calls, interview candidates in person or via video conferencing.

3. Assure employee onboarding process and documentation is completed thoroughly by the HR or HR agencies for each hiring.

4. Assure and Monitor employee Timesheets and Project tracking via necessary tools. Keep track of team bandwidths for optimal utilization of teams on Client projects. Improvise time and project management tools in the organization by recommending the best platforms and

services as required from time to time.

5. Track and Monitor employee attendance and leaves along with the HR.

6. Assure effectiveness in implementation of Employee Policy and Code of Ethics and Conduct.

7. Guide and Motivate employees across teams to assure work cohesiveness and instill an attitude of Client and Company first in them.

8. Manage Employee Appraisal process together with the HR for Probation period and then Annually and provide performance reviews to Management for employee appraisals and promotions.

9. Conduct Exit interviews along with HR for employees serving notice period and provide feedback to Management.

10. Plan and execute all employee, company related events along with the HR.

11. Organize training for employees skill enhancement from time to time after consultations with the Management.

C. Administration:

1. Manage and guide the HR, Administration, and IT teams/agencies/vendors for effective and smooth operations of the Office and employees as planned by Management.

2. Laise with external third-party agencies from time to time for any requirements planned by Management pertaining to the Office and ensure their completion.

3. Ensure complete implementation and execution of office rules and regulations and policies as set by the Management.

4. Identify Vendors for any services required and necessary for thecompany operations, negotiate best prices with Vendors and arrange necessary approvals with the Management.

5. Review of Company website blogs and news & updates before being made live on the website, as provided by the Digital Marketing, Content and SEO teams to assure they are in line with the company service objectives.

6. Coordinating with Website development teams for any upgrades, updates, bugs, or fixes required on the website from time to time.

Technical Skill set required:

1. Expert knowledge of Accounting Software used in USA like SAP, NetSuite, Sage, QuickBooks, Xero etc.

2. Expert knowledge of Payroll Software used in USA like ADP, Gusto,QuickBooks, Paychex, Trinet etc.

3. Expert knowledge of third-party applications integrating with accounting software like Bill.com, Expensify, SAP Concur etc.

4. Expert with application of US GAAP, IFRS and General Accepted Accounting Principles.

5. Experience with Accounting software implementations and migrations.

6. Expert with US Business tax returns and Individual tax returns.

7. Expert with Budgeting, Forecasting and Variance Analysis.

8. Experience with utilization of Time and Project Management tools.

9. Expert with MS Office applications especially Excel & PowerPoint.

Other Skill set required:

1. Excellent English communication skills (Professional)

2. Team builder

3. Motivational & Inspirational

4. Experienced with managing Clients.

5. Problem solver

6. Ability to identify potential and develop team leaders out of team

members.