AVP/VP – Sales Operations & Excellence Lead

Mandatory - 8-10 years’ experience in IT/ITeS industry with at least 5 years’ in Sales Operations

Purpose of the role:

At Firstsource, we are focused on being the most trusted partner to our global clients. We achieve results by transforming our clients’ businesses and delivering excellence in customer experience.

Sales Operations & Excellence Lead has been identified as a critical role for the organization in our transformation journey. This is responsible for planning and managing programs and defining recommended process improvements to streamline and report on all metrics. The role holder with a small team is accountable for enabling success of renewal and business development planning. The ideal candidate earns trust through performance and relationship building, thinks strategically and analytically about business challenges, has experience in program management and has a deep analytic background to assist FSL sales organization in delivering results. They will collaborate on sales goal strategy, implement new reporting solutions, identify risks, and deliver against high operational standards.

The core areas of responsibility include:

• Setup and lead a Sales Ops team in India to drive Sales governance across Business Units

• identifying and assessing gaps to drive new and renewal sales productivity, and success criteria. Based on findings, design and implement process changes in our core tools, suggest modifications to policies, rules of engagement and benchmark sales people against key drivers of productivity

• Driven by data & business intelligence, the incumbent’s deliverables include detailed analytics models, custom performance analysis, salesforce standardisation and insights on pipeline

Incumbent will drive data capture, analyses and intelligence in a systematic manner that enables business growth

• Provide inputs to redesign sales compensation plans working with CEO’s office, BU leaders, Finance and HR

Roles & Responsibilities:

• Lead ongoing analysis of business performance to support strategy and sales planning

• Manage sales operations programs across multiple Business Units and stakeholders.

• Drive global standardization of program delivery practices, businesses processes, and reporting.

• Work directly within BU leaders and Finance to orchestrate metrics, key performance indicators and decision criteria.

• Utilize tools including, like Salesforce and Excel, to create dashboards and insights from data.

• Set-up the framework and effectively analyzing data and feedback for insights

• Manage delivery of sales modelling and analytics that contribute to sales budget planning process, quota build, and territory alignment • Engages with Sales teams to accelerate deals, share operational practices and improve overall pipeline health

• Develop improved sales forecasting to provide executive team with pipeline insights by business lines, industry verticals and segments

• Design and interpret key sales performance metrics. Deliver insights & recommendations to enhance performance tracking

• Collect market intel towards better sales goalsetting using professional networks

• Advise Sales, BU heads and Total Rewards in redesigning Sales compensation plans, especially Sales commission and incentives

• Have good understanding of Salesforce CRM including metadata management, data quality and integrity, reports and dashboards, automation of business processes through workflow rules

Key Performance Indicators:

• Salesforce standardisation

• Sharpened and informed sales goal setting and performance assessments

• Responsible for health of sales pipeline

• Continuous improvement in CRM tools, operational processes and relevant metrics in lifecycle of business development, sales and revenue realisation

Reporting Structure:

• The role will report to the strategy lead

• Collaborate and work closely with the following stakeholders and teams - All Business Heads and Business Units, Business Transformation team, Sales & CRM leads, Operations support team and Finance

• The position will have 2-3 direct reports at Asst. Manager and Manager level

Sales Ops and Excellence Lead- Success profile

Experience

Critical:

• 8-10 years’ experience in IT/ITeS industry with at least 5 years’ in Sales Operations

• Proven experience in leading Sales Operations a multi-geography medium to large-sized organization (Preferable experience in BFSI, T&M and HC domains) • Have worked in BPM or IT services with clear familiarity with go-to-market strategies

• Experience of working with senior internal stakeholders (CEO, CXOs /BU heads, Sales Heads & leadership, Finance, Strategy) to shape, develop and execute analytical forecasting, reporting and review in areas of sales operations, analytics, sales incentives

Know-How

Critical:

• Graduate in Statistics, Economics or Business Management

• Experience of using Salesforce, and integrating different tenants of Salesforce

• Financial management

• Expert user of MS office

Desirable:

• MBA in General Management, Sales & Marketing, Strategy or Finance

• Knowledge of power BI, Tableau and similar advance analytical tools

• PMI certification or demonstrated Program Management experience and project execution success at an Enterprise level

Personal Attributes/Traits

• Consultative

• Decisive and action oriented

• Achievement oriented

• Creative

• Eager to learn

• Resilient

• Socially confident

Competencies

• Business foresight – ability to strategize & demonstrate deep business insight that helps identify & develop strategic opportunities

• Managing transformation – ability to work and lead transformations in a dynamic environment

• Fostering partnerships with internal and external stakeholders (solution creation and operations)

• Working across boundaries – collaborative working across geographies and teams

• Influencing stakeholders

• Driving excellence

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AVP/VP - Sales Operations & Excellence