MANAGER, SERVICE OPERATIONS - GRP

About this role.
The Global Service & Delivery team in Gartner, India is currently seeking talented people leader to join its Global Retention & Programs team in India.
As a member of this team you will manage some of the key capabilities under Event Centre of Excellence and lead a team of high caliber, high performing associates to drive client engagement and interlinked service productivity programs across Gartner.
You will work closely with Gartner’s service delivery group and their leaders with the central goal of improving client retention through high value engagement mechanisms.
You will drive productivity of the operations and service associates, and enable process efficiencies in a way that Services overall deliver great value to the clients.
What you’ll do.
Drive core operations and strategic programs Responsible for driving client registration and attendance for various types of Gartner events across multiple business units and practices.
Create a road map for each intervention/improvement opportunity with clear owners and timelines Manage Initiative.
Problem solve with teams on issues, escalate risks and blockers and come out with risk mitigation strategy/ solutions Communicating and presenting analytical insights to internal stakeholders and to senior management Program manage regular deliverables and make them seamless Continuously innovate by deriving insights, keeping client-focus in mind in order to improve existing processes and engagement mechanisms for higher retention impact Look deeply into the current systems and process to drive lean thinking across the team members, and enable process optimization Partner with internal stakeholders and Tech/DS teams to learn, ideate, and recommend automation alternatives to Ops and Service delivery associates’ manual work streams  Empower service delivery groups in the initiatives as required Stakeholder Management Ensure alignment of strategic vision between the team and the stakeholders Identify opportunities to improve the service value chain by influencing and impacting change via business leaders Drive storyboarding and problem-solving along with BU leaders People Management Create and progress on a vision for the team Guiding TLs/ team for prioritizing and driving daily operations Directly manage 8-10 associates including team leads; take independent decisions regarding their work Coach and mentor teams – across levels, to deliver highest impact possible; train team members and peers to lead initiatives and parts of the program.
Be able to optimize work allocation to solve bandwidth challenges, resource constraint scenarios; quantify business value to drive rigorous prioritization of team capacity based on ROI Involved in the hiring process and have a veto in candidate selection Ensure continuous improvement on NPS from team through problem identification, solutioning Ensure optimal work life balance and improved happiness quotient for the team Conduct rigorous performance management for low performers and retain top performers through coordinated engagement Work towards maintaining attrition in sync with organization targets (Role Impact Higher client retention through right client-event fitment, higher event attendance, pre-post engagement Manage productivity (cost savings, higher coverage, more effective outreaches/client calls, better prioritization of clients leading to higher client engagement and retention impact) and quality by freeing up hours of CPs, CRAs and any client facing roles if they were to do the marketing or events related deliverables Seamless and elevated client experience Understand strategic vision and communicate to team Role Complexities Work with ambiguous requests from stakeholders and extrapolate business context Work with stakeholders across multiple time zones on a daily basis Drive discussions with DS, IT and tech teams to achieve key business objectives Focus on identifying opportunities that could drive retention uptick with inputs from leadership Own initiative prioritization, design / setup from scratch and execution while addressing people, process and tech.
challenges Role Impact Higher client retention through higher event engagement, right client-event fitment, better mechanisms cross-leveraging offerings such as pre-post event engagement Manage productivity (cost savings, higher coverage, more effective outreaches/client calls, better prioritization of clients leading to higher client engagement and retention impact) and quality by freeing up hours of CSXs, client facing roles if they were to do the marketing Seamless and elevated client experience Understand strategic vision and communicate to team **What you’ll need.
1.
-3 years in a Team Lead role/people leader role; owning and accomplishing key company objectives (related to retention is a plus), strong people management skills Coaching, people development skills to groom strong leaders for the organization Possess excellent business acumen, communication skills, problem solving skills (Qualitative & Quantitative) Ability to manage multiple stakeholders and build relationships with them Ability to create scalable solutions and drive implementation across the organization Drive continuous improvement (process, automation etc.) Knowledge/experience on analytical problem solving, analytical tools Good experience in project management/consulting Microsoft Office expertise; deep knowledge of MS Excel Who you are.
Like growing and leading people to drive business objectives; experience developing and managing team members (directly)  Strong communication and collaboration skills; comfortable in working with cross-functional teams Thrive in complex scenarios, like to tackle new challenges every day Analytical thinker with experience deriving and drive implementation of business insights Detail-oriented with high personal standard for quality What you’ll get.
In addition to an outstanding work environment with rapid advancement potential, Gartner associates enjoy exceptional compensation and benefits, including.
Competitive base salary Flexible work environment A great work culture Who are we?   At Gartner, Inc.
(NYSE.
T), we guide the leaders who shape the world.
Our mission relies on expert analysis and bold ideas to deliver actionable, objective insight, helping enterprise leaders and their teams succeed with their mission-critical priorities.
Since our founding in , we’ve grown to more than associates globally who support ~ client enterprises in ~90 countries and territories.
We do important, interesting and substantive work that matters.
That’s why we hire associates with the intellectual curiosity, energy and drive to want to make a difference.
The bar is unapologetically high.
So is the impact you can have here.
What makes Gartner a great place to work?   Our sustained success creates limitless opportunities for you to grow professionally and flourish personally.
We have a vast, virtually untapped market potential ahead of us, providing you with an exciting trajectory long into the future.
How far you go is driven by your passion and performance.
We hire remarkable people who collaborate and win as a team.
Together, our singular, unifying goal is to deliver results for our clients.
Our teams are inclusive and composed of individuals from different geographies, cultures, religions, ethnicities, races, genders, sexual orientations, abilities and generations.
We invest in great leaders who bring out the best in you and the company, enabling us to multiply our impact and results.
This is why, year after year, we are recognized worldwide as a great place to work.
What do we offer?   Gartner offers world-class benefits, highly competitive compensation and disproportionate rewards for top performers.
In our hybrid work environment, we provide the flexibility and support for you to thrive — working virtually when it's productive to do so and getting together with colleagues in a vibrant community that is purposeful, engaging and inspiring.
Ready to grow your career with Gartner? Join us.
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