About Capgemini

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of €22.5 billion.

Capgemini in India

Capgemini in India comprises nearly 175,000 team members working across 13 locations: Bangalore, Bhubaneswar, Chennai, Coimbatore, Gandhinagar, Gurugram, Hyderabad, Kolkata, Mumbai, Noida, Pune, Salem and Tiruchirappalli.

About BSV

Business Services India is a global business line that maximizes our deep consulting, digital technology, and operational expertise to shape the future of business operations with intelligent automation in order to create outstanding value for our clients, for Capgemini, and for our people. Capgemini’s Business Services has a proven reputation, documented industry and functional experience, comprehensive portfolio and collaborative engagement. We are highly differentiated, so the world’s leading organizations trust us to dramatically improve their business performance and shareholder value.

Why Join Capgemini?

The choices you make today lay the foundation for change tomorrow. Choosing Capgemini means having the opportunity to make a difference, whether for the world’s leading businesses or for society. It means getting the support you need to shape your career in the way that works for you. It means when the future doesn’t look as bright as you’d like, you have the opportunity to make change: to rewrite it. When you join Capgemini, you don’t just start a new job. You become part of something bigger. A diverse collective of free-thinkers, entrepreneurs and experts, all working together to unleash human energy through technology, for an inclusive and sustainable future. At Capgemini, people are at the heart of everything we do! You can exponentially grow your career by being part of innovative projects and taking advantage of our extensive Learning & Development programs. With us, you will experience an inclusive, safe, healthy, and flexible work environment to bring out the best in you! You also get a chance to make positive social change and build a better world by taking an active role in our Corporate Social Responsibility and Sustainability initiatives. And whilst you make a difference, you will also have a lot of fun.

Job Description

An Engagement Executive is a senior level role, driving business impact and securing the strategic goals and objectives for a key client or portfolio key clients of Capgemini Business Services. As face of Capgemini Business Services for C-level client stakeholders, is expected to represent and secure our client’s brand with their customers, stakeholders, and investors (NPS, other customer experience programs). The key success factors of the role include building strong client partnerships, executing a strong delivery and transformation organization, managing to the contract and growth of the engagement.

Our Ideal Candidate

Key accountabilities and responsibilities include:

• Service Delivery management
• P&L accountability
• Manage People and performance
• Client satisfaction
• Client relationship (at a Delivery level)
• Account business planning and strategy
• Financial performance (Contribution Margin)
• Transformation & Industrialised Innovation
• Supporting Growth
• Contract Compliance

Acts as a single point of contact for the client organization in troubleshooting and resolving all issues arising from delivery-related account activities. Understands what it takes to manage a business and uses the insights to better understand a client’s need and position the right CG offerings in conjunction with the Practice to bring value to the client. Ensure implementation of best practices in the areas of People, Process, Technology, and Controls in conjunction with the Practice Teams (Process and Technology). Working closely with the Practice & Practice Delivery team to arrive at new opportunities for better efficiency to the client using Capgemini’s ESOAR (Eliminate, Standardize, Optimize, Automate, Robotize) methodology underpinned by ‘5 Senses of Intelligent Automation.

Essential Skills and Experience

• 18+ years of proven experience in HR Services and Outsourcing in a global complex/matrix environment.
• Should have led large client delivery/portfolio delivery in the HR Service space 100-500 FTEs (E1)
• Strong People/Performance management experience
• Good experience in delivering Transformation projects for clients including Automation using Industry Tools and Robotic Process Automation (RPA)
• Focused on customer value and improvement of overall customer experience (C-SAT, internal quality processes).
• Leadership skills in a multicultural environment, cultural sensitivity, and ability to work internationally.
• Proven experience in a global complex BPO environment.
• Ability to influence senior business stakeholders at the client end.
• Strong relationship building, communication, and influencing skills.
• Ability to bring innovation to challenges and overcome problems and obstacles as they arise and act and produce desired outcomes with limited direction.
• Strong relationship building, communication, and influencing skills.
• Leading single large account/multiple accounts in a matrix reporting relationship
• Prior experience in a Multinational Organisation or BPO work culture