• Establish and execute the global operations strategy for the assigned client ecosystem, aligned with company strategy, client priorities, and financial commitments.
• Translate enterprise objectives into a clear multi-year operating agenda across regions, countries, sites, service lines, and functions.
• Design and continuously evolve the ecosystem operating model, including governance, organizational structure, decision rights, leadership accountabilities, and performance management.
• Hold full accountability for ecosystem P&L, including revenue, margin, productivity, cost, cash, investment performance, and financial risk.
• Establish financial priorities and direct corrective strategies when performance falls below commitments.
• Balance client outcomes, employee experience, operational resilience, and financial performance in strategic decisions.
• Serve as the senior operational executive for the assigned global client ecosystem.
• Build trusted relationships with senior client executives and engage them on strategy, transformation, performance, risk, innovation, and growth.
• Establish executive governance that creates transparency, accelerates decisions, and connects performance with the client’s strategic objectives.
• Lead resolution of material client escalations and systemic service issues that cross regions, service lines, or functions.

• Shape joint client-company roadmaps focused on value creation, customer experience, productivity, technology, and future capability.

4. Global performance and delivery governance

• Establish the global performance architecture, operating cadence, and accountability framework for the ecosystem.
• Set enterprise performance expectations across service delivery, quality, customer experience, workforce, technology, financial, and commercial measures.
• Hold Operations VPs and senior leaders accountable for regional and portfolio outcomes.
• Standardize critical operating disciplines while allowing appropriate flexibility for client, regional, regulatory, and market requirements.
• Ensure transformation programs deliver measurable financial, operational, client, and employee outcomes.
• Lead through Operations VPs and senior functional leaders, establishing clear accountability for results while maintaining appropriate executive oversight.
• Build a global leadership team capable of managing complexity, making decisions, and operating across organizational and geographic boundaries.
• Assess leadership capacity against the future needs of the ecosystem and take action to address capability, succession, or organizational gaps.
• Own succession planning for critical executive and operational leadership roles.
• Develop leaders who can balance commercial, operational, client, people, and transformation priorities.
• Partner with Sales and Solutions leaders to develop the global growth strategy for the ecosystem.
• Identify opportunities to expand services, enter new markets, consolidate delivery, and introduce differentiated capabilities.
• Set the strategic direction for operational technology and data capabilities across the ecosystem in partnership with Technology and Digital leaders.