Description

About this role:

The Global S&O arm of Gartner is currently seeking talented people to join its Strategy & Operations team in India.  As a member of this team you will drive client engagement and service productivity programs across Gartner. You will work towards driving integrated approach across Gartner’s key functions – Business units under Global Service & Delivery (GS&D), Sales, R&A and Products and their leaders with the central goal of improving client retention through high value engagement mechanisms. You will also get an opportunity to work on some of the high impacting strategic projects to drive key organizational goals, operational & economic productivity of the overall operations and service associates.

What you’ll do: 

This stint involves driving some of the high business impacting strategic initiatives which aim to drive key business priorities of GS&O with an ultimate focus towards client engagement and retention. You will drive efficiency and productivity across the client value chain through key functions of the services operations team – Client insights, Service Advisors and Events CoE. The ultimate goal will be to drive client engagement and retention by actively working with the Service Delivery Teams across geographies. You will also help in crafting high impact outreach campaigns, content review, Mission critical priority (MCP)/ Client Initiative (CI) led value delivery campaigns, securing valuable client feedback through surveys and come up with insights and recommendations for course correction.

Core Operations:

Drive client retention and engagement by collaborating with and empowering Global service delivery groups across client retention life cycle

Own and accountable for a large portfolio of clients across various key initiatives of Service Operations function. Partner and enable services teams on this portfolio to drive seamless value delivery to clients.

Partner with services teams to identify clients’ C level priorities by analyzing multiple data sources and synthesizing them to identify the most impactful client priorities

Drive Events CoE to increase client registrations, engagement and other operational metrics leading to higher client retention for the organization 

Conceptualize, design and implement initiatives that have a direct impact on KPIs

Work on content review for client marketing campaigns, developing valuable suggestions for client marketing assets

Drive operational excellence – incremental improvement of overall operational engine – reduced process steps and complexity by developing intuitive and simpler process design/interfaces and automate it.

Implement best practices/tested solutions across Service Delivery Associates to maximize effectiveness of key levers

Analyzing lagging/leading business KPIs across all stages of the client value chain in order to generate actionable insights, develop implementation plans and ensure execution of all changes

Continuously improve quality of processes & deliverables by establishing a regular process check and measurement mechanism.

Iterate and Evolve to increase Business Impact

Push self to innovate on productivity and efficiency drivers. Implement those innovation end to end based on ROI impact and measure the success.

Build and drive stakeholders to implement strategic initiatives to drive R&P and client engagement – process improvement ideas, A/B testing and leveraging various sources of information to make it useful for continuous improvement

Work on process analytics to analyze client responses, coming up with actionable insights to improve process governance

Drive structured problem solving on various projects as needed. Provide guidance on data driven hypothesis testing and scale up approaches. Influence decision making on next big bet.

Discover innovative levers/best practices (escp. Focusing on right MCPs/KIs of client) within Gartner or outside aiming to boost effectiveness of outreaches – higher R&Ps, usage, retention

Continue to evolve on funneling approach of outreach mechanism by leveraging client’s footprints and persona

Provide active support as and when needed during development and execution of strategic initiatives within GS&O, GS&D and across Sales, R&A and Product; lead some of these projects independently.

Continuous Process Optimization

Identify process improvement opportunities and apply LEAN principles to boost efficiency and productivity of processes & people

Keeping in mind ‘One Gartner’ approach to serve clients, integrate and standardize all possible elements of the process. Also, aim for economy of scale by integrating all process touch points (Sales, onboarding, servicing, client surveys) of client’s journey in order to map the client behavior better to deliver client value.

Conduct time & motion diagnostics to explore opportunities of process redesign. Establish process excellence to operate in a Lean way including maximization of automation for all tasks and process

Continue to re-engineer and optimize the instrumentation (dashboards, reports, tools) designed to measure and alert SDAs/Leadership on lagging/leading KPIs

Collaboration and Stakeholder Management

Own stakeholder management, relationship building with team members and with cross-functional units. Ensure right communication and positioning of the vision and priorities to team members.

Communicating and presenting analytical insights to internal stakeholders and to senior management

Partnering with internal stakeholders to learn, ideate, and recommend automation alternatives to service delivery associates’ manual work streams 

Delivering strong support to the stakeholders with a no-limits mindset to do everything to increase retention

Drive problem solving via story boarding and driving discussions in various forums

Actively Improve collaboration and close-coordination with global teams across time-zones

What you’ll need:

MBA with 0-4 years of work experience

Strong leadership skills to build capability within the team and collaborate with other team leads to ensure the larger goals are met

Good command of knowledge related to Information technology, product development and its application to business

Knowledge/experience on analytical problem solving, analytical tools

Exposure and understanding of lean six sigma, lean diagnostics, T&M and other process improvement techniques would be a big plus

Developing professionals with strong business acumen, problem solving leadership (qualitative & quantitative).

High on champion mindset and a quick learner

Strong orientation towards operational and business excellence

Strong communication and collaboration skills

Innovative mindset and inclination to solve business problems

Analytical thinker with experience deriving business insights from data analytics

Detail-oriented with high personal standard for quality

Comfortable in working with cross-functional teams

Skillful in managing expectations of varying stakeholders (internal & external)

What you'll get:

Competitive salary, generous paid time off policy, charity match program, Group Medical Insurance, Parental Leave, Employee Assistance Program (EAP) and more!

Collaborative, team-oriented culture that embraces diversity

Professional development and unlimited growth opportunities