Senior Manager

Senior Manager, Global Program Head -

Role Summary

The Senior Manager, Global Program Head - is a high-visibility, sing point of accountability for the operational execution, financial management, and client satisfaction of the entire LexisNexis (LNR) global engagement.

This leader will act as the Head of Delivery, responsible for managing a large, multi-geography

team of ~500 FTEs and overseeing 12 distinct projects. They will be the key driver of

operational excellence, process transformation, and will manage the commercial health of the account under the guidance of a higher-level executive (e.g., AVP/VP).

Core Responsibilities

I. Operations & Program Leadership

• Large-Scale Delivery Oversight: Direct and unify the delivery operations for ~500 FTEs across key locations: India, Nicaragua, Vietnam, and the Philippines.
• Portfolio Management: Own the successful execution, quality, and timely delivery of all
• 12 projects within the LNR portfolio, ensuring alignment with client expectations and contractual KPIs/SLAs. Efficiency & Gap Identification: Proactively identify operational gaps and bottlenecks. Design, champion, and drive the implementation of efficiency initiatives

(e.g., automation, process improvement) to enhance productivity and reduce cost-to-

serve.

• Technical & Analytical Proficiency:
• Proficient in data manipulation and analysis tools (e.g., SQL, advanced Excel).
• Experience with data scraping, extraction methodologies, and handling large datasets.
• Ability to translate complex data into actionable insights and compelling

visualizations.

• Governance Implementation: Translate executive strategy into operational reality by creating, implementing, and enforcing organizational governance (policies, standardized reporting, quality frameworks) across all delivery sites.

II. Financial & Commercial Management

• P&L Management (Direct Experience Required): Directly manage the account P&;L including diligent expense control, headcount management, and forecasting. Actively monitor financial performance to ensure revenue targets, margin goals, and budget . adherence are met.
• Profitability Focus: Drive cost optimization efforts across the global footprint to ensure

the long-term profitability and commercial health of the portfolio.

III. Client & Stakeholder Management

• Primary Client Interface: Serve as the day-to-day lead point of contact for senior

client stakeholders at LexisNexis, building and maintaining a strong, collaborative

relationship.

• Internal Alignment: Manage communication, reporting, and coordination with internal

support functions (e.g., Technology, Finance, Quality) and senior management (AVP/VP)

to ensure delivery resources and strategies are aligned.

Sales Partner Collaboration: Work closely with the Sales/Business Development team

to support account strategy, assist in framing new opportunities, and facilitate organic

growth within the account.

Required Experience & Qualifications

Experience Level: Minimum 10+ years of total experience in the BPO/IT-ITES industry,

with at least 5+ years in a senior management role (Senior Manager, Associate

Director, or equivalent) managing large-scale, complex operations.

Financial Acumen: Direct, hands-on experience in managing a substantial P&;L (or

equivalent cost center/budget ownership) for a multi-million-dollar portfolio.

Global Delivery Expertise: Proven experience leading and scaling operations across

diverse, multi-cultural geographies. Prior leadership exposure to India, the Philippines,

and Latin America/Southeast Asia (Nicaragua/Vietnam highly preferred).

• Transformation Track Record: Demonstrated ability to design and successfully implement major process governance, efficiency, or operational excellence

programs across a large team.

• Program Scale: Experience managing large teams, ideally ~200 FTEs, and a complex

portfolio of multiple concurrent projects.

• Education: Bachelor's degree required. A Master's degree (MBA or a relevant technical certification, e.g., PMP, Lean Six Sigma Black Belt) is a significant advantage.