Role Overview
The Head of Business Unit / Regional Delivery Leader is responsible for leading and optimizing delivery across the Americas (North and South), ensuring alignment with the global Value Stream strategy. This role drives operational excellence, financial performance, customer satisfaction, and people development while leading two core value streams: Consumer Engagement and Sales Performance.
Key Responsibilities
Strategy & Planning
- Partner with the Global Value Stream Vice President to define and execute the Value Stream strategy.
- Collaborate with the Global Solution Leader to shape and refine the solution value proposition.
- Define and deploy the annual Value Stream Operational Plan aligned with budget, including:
- Project launches, extensions, and renewals.
- Workforce demand and capacity planning.
- Skills and competency development.
- Attrition risk management.
- Operational KPIs, service quality, and customer satisfaction targets.
- Cascade clear annual delivery objectives to Delivery Leaders, ensuring alignment with strategic priorities.
Operational Excellence & Delivery Management
- Lead and oversee delivery performance across the region, ensuring execution of the operational plan.
- Identify risks and implement mitigation strategies to achieve delivery and performance targets.
- Establish and maintain effective escalation mechanisms for operational and client-related risks.
- Drive continuous improvement initiatives in partnership with the Global Lean Leader.
- Ensure adoption of analytics tools to monitor KPIs, service quality, and performance outcomes.
- Define and enforce operational excellence standards, workflows, and SOPs.
- Ensure compliance with company policies, procedures, and governance frameworks.
Financial Management
- Oversee budget and forecasting in collaboration with the Value Stream Finance Director.
- Monitor financial performance and implement corrective actions to meet revenue and margin targets.
- Ensure adherence to financial planning cycles and Delegation of Authority (DoA) policies.
Customer & Commercial Enablement
- Monitor customer satisfaction at value stream, client, and project levels.
- Support sales activities by providing delivery expertise in requirements gathering, scope definition, costing models, and pricing.
- Ensure effective management of contract renewals and extensions in line with sales processes.
Leadership & People Development
- Lead, coach, and develop Delivery Leaders to drive high performance and accountability.
- Ensure execution of Performance Development Dialogues (PDD) and People Development Plans (PDP).
- Build a strong talent pipeline and foster a culture of continuous improvement and engagement.