.About this role.The Global Service & Delivery team in Gartner, India is currently seeking a talented people leader to join its Global Retention & Programs team in India. As a member of this team, you will manage some of the key capabilities under the Event Centre of Excellence and lead a team of high caliber, high performing associates to drive client engagement and interlinked service productivity programs across Gartner. You will work closely with Gartner's service delivery group and their leaders with the central goal of improving client retention through high value engagement mechanisms. You will drive productivity of the operations and service associates and enable process efficiencies in a way that Services overall deliver great value to the clients.What you'll do.Drive core operations and strategic programs.Responsible for driving client registration and attendance for various types of Gartner events across multiple business units and practices.Create a road map for each intervention/improvement opportunity with clear owners and timelines.Problem solve with teams on issues, escalate risks and blockers, and develop risk mitigation strategies/solutions.Communicate and present analytical insights to internal stakeholders and senior management.Program manage regular deliverables and make them seamless.Continuously innovate by deriving insights, keeping client-focus in mind to improve existing processes and engagement mechanisms for higher retention impact.Partner with internal stakeholders and Tech/DS teams to learn, ideate, and recommend automation alternatives to Ops and Service delivery associates' manual work streams.Empower service delivery groups in the initiatives as required.Ensure alignment of strategic vision between the team and the stakeholders.Identify opportunities to improve the service value chain by influencing and impacting change via business leaders.Drive storyboarding and problem-solving along with BU leaders.Create and progress on a vision for the team.Guide TLs/team for prioritizing and driving daily operations.Directly manage 8-10 associates including team leads; take independent decisions regarding their work.Coach and mentor teams across levels to deliver the highest impact possible; train team members and peers to lead initiatives and parts of the program.Optimize work allocation to solve bandwidth challenges and resource constraint scenarios; quantify business valueto drive rigorous prioritization of team capacity based on ROI.Involved in the hiring process and have a veto in candidate selection.Ensure continuous improvement on NPS from the team through problem identification and solutioning.Ensure optimal work-life balance and improved happiness quotient for the team.Conduct rigorous performance management for low performers and retain top performers through coordinated engagement.Work towards maintaining attrition in sync with organization targets
