Experience Management - Assistant Director-Pakistan
Karachi, PK
4d ago

The opportunity

The primary responsibility of the Experience Management - Assistant Director (EMAD) is to oversee the utilization of Near Shore (NS) offices professionals, align resources with the NS and firm’s strategic plan, analyze and forecast operational results, and promote the development of staff while focusing on risk management.

The EMAD will address tasks that are complex, large in scope, and require extensive relationships with multiple MENA offices and Sub Service Line Leaders to successfully execute the experience management process.

Your key responsibilities

  • Contribute to implementation of Resource request intake and process workflow technology solution
  • Participation in strategic planning details and analysis to assist in the development of the NS annual fiscal plan, specifically focused on determining NS impact to other MENA offices hours and communication of those expectations to region office leaders and EM
  • Leads

  • Manage assignments and day to day operational activities of NS resources, scheduling NS resources by office groups
  • Monitor allocation and completion of workflow across NS resources to various MENA office
  • Assist with monitoring key workforce KPIs (hours, workflow turnaround, etc.) for incorporation into NS workforce planning and service offering expectations
  • Plan workforce needs based on service offerings and estimated client loads
  • Coordinate with office EM’s teams on NS usage, ensuring onshore hours / Utilizations are adjusted appropriately to drive efficiencies through the practice
  • Support finance reporting to enable revenue allocation across regions
  • Support other regions resource requirements
  • Skills and attributes for success

  • Responsive to timely requests and keep stakeholders informed of status
  • Strong communication skills and ability to flex communication styles / methods based on the stakeholder audience
  • Proactive and able to foresee challenges and how those might impact immediate term decisions / actions
  • Collaborate on new ideas and solicit multiple points of view to develop the best overall solution
  • Identifies issues and makes appropriate recommendations for resolve
  • Understands internal / external factors affecting the business and establish and maintaining solid relationships with the appropriate stakeholders
  • Engage with appropriate stakeholders to share knowledge and become an approachable trusted business partner
  • Project manage and lead team while inspiring and motivating staff
  • To qualify for the role you must have

  • Bachelor’s Degree or equivalent work experience
  • 10-12 years of relevant experience
  • Experience in a Professional Services Firm is desired, but not required
  • Ideally, you’ll also have

  • Proficient in MS office
  • Strong problem-solving skills
  • People Management skills
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