Job Description
The Head of Demand & Performance Management plays a pivotal role in shaping C&BA's success. You will design performance metrics, implement governance frameworks, and manage knowledge to align with customer experience goals and vendor evaluations. Your impact spans Finance, Operations, Development, and vendor management, contributing to the organization's overall performance and satisfaction.
How You Will Contribute And What You Will Learn
- Design and implement performance metrics for Finance and Operations, ensuring timely and accurate reporting.
- Establish and monitor SLA, KRA, and KPI frameworks to drive accountability and continuous improvement.
- Manage organizational knowledge, implement best practices for process management, and drive innovation through Hackathons/Ideathons.
- Conduct customer experience surveys, gather insights, and collaborate with cross-functional teams to enhance service delivery.
- Analyze training needs, develop and implement training plans to enhance employee skills, and align initiatives with organizational goals.
- Evaluate vendor demands, collaborate with procurement and finance teams for effective vendor management, and ensure budgetary alignment.
- Implement a Performance Maturity Model and drive resource, function, and unit-level performance measurement metrics.
- Measure and report OKR performance for all individuals, recommending improvement areas.
- Create and implement a governance model covering contractual, financial, and operational interfaces.
- Foster cross-organization collaboration and ways of working.
Key Skills And Experience
Must Have:
- A minimum of 8-10 years of relevant experience in a similar role.
- Proven experience in performance management and governance framework implementation.
- Strong knowledge of customer experience management and vendor evaluation.
- Excellent leadership and strategic thinking abilities.
- Proficiency in data analysis and reporting tools.
- Six Sigma methodology understanding
- Business Case formulation & TCO Analysis understanding
- Performance Maturity & Measurement Models Understanding
- Stakeholder Management experience
It will be nice if you also had:
- Ability to collaborate and communicate effectively with stakeholders and leadership teams.
- Experience in driving innovation and process optimization.
- Strong project management skills with a focus on timely delivery.
- Analytical mindset with a problem-solving approach.
- Excellent written and verbal communication skills.
