BI Leader, G14 clients - Pune

Job Description About the Job This role is responsible for leading an end-to-end team of approximately 60 associates supporting Business Intelligence delivery for our large global manufacturer clients in North America (G14 Clients). As the North America G14 Clients Leader, you will be the front-facing point of contact to internal and external clients, including in-market leader(s), to lead and drive the strategy of our Business Intelligence teams in the service and output provided across various areas. The role is responsible for representing the G14 Business Intelligence within Pune GCC for this client portfolio — strategizing, bringing a uniform culture, streamlining processes, and increasing collaboration to achieve a One Team approach. This role involves maintaining and leading a sizeable team; hence, you will be responsible for the employee experience and the development of associates. In addition, this role will be critical in driving the development and incorporation of AI tools into our Business Intelligence practice. Responsibilities Business Intelligence Delivery & Employee Experience - Lead a high-performing team of leads, associates, and program managers, fostering a diverse, inclusive, and results-driven culture of engagement, growth, empowerment, and excitement. - Develop and execute the strategy and plan for growth of the G14 client delivery organization, including service consistency and process optimization for a quality team structure. - Collaborate cross-functionally with leaders from product engineering, services delivery, and technical sales to resolve issues promptly and recommend innovations that help the customer and support operations. - Develop and align standardized metrics that reflect the health of the team and overall customer sentiment. - Communicate effectively with senior staff and corporate workstreams on key issues while partnering with cross-functional stakeholders. - Manage customer escalations and relationships, working with customers on support issues, individual support plans, and customer requests. - Ensure customer satisfaction reflects the highest quality of output delivery and follow up with customers on survey feedback regularly. Client Engagement & Delivery Strategy - Establish a strategy to grow the business by delivering high-quality and relevant solutions to large global manufacturer clients. - Build and retain a high-performing team focused on providing world-class service. - Bring the voice of the clients (in-market, onshore) into internal business planning discussions around service development. - Support solutions development by enabling the customer discovery process. - Frequently measure and improve upon customer satisfaction metrics. - Build relationships and chart strategies with in-market teams and onshore leaders to ensure standardization and uniformity of processes and employee engagement. - Quickly adapt to the deployment of new products, services, and changes. Employee Engagement - Build meaningful relationships with employees at all levels of the local team to instil pride, accountability & ownership.. - Strategically lead and develop a team of direct and indirect reports and create a vision for talent development within the team. - Adapt the flex-work initiative and build a uniform, employee-friendly culture by leveraging Company culture and bringing in industry best practices. - Help ensure the Company is seen as a great place to work for the diverse profiles relevant to our future business. - Recruit, lead, develop, and engage a high-performing team. - Work closely with the BI leader , HR Business Partners and relevant stakeholders to develop and implement strategic career paths and talent development. Workforce Management - Build, plan, and execute operating plans for the team with a focus on driving higher levels of client and stakeholder support and allocating resources toward critical accounts while driving productivity. - Define and execute plans to ensure employee attrition stays manageable and does not jeopardize growth ambitions. - Get personally involved in critical situations — guiding and coaching the team to make every input a winning service. - Work with functional teams to improve service levels and automate processes. - Strategize with HR Business Partners on team structuring and ensuring the relevance of every associate at every level. AI Enablement in Business Intelligence A defining focus of this role is to champion the adoption of AI across the BI practice, serving as a key expert and advocate for embedding AI tooling into how the team delivers for clients. - Provide hands-on expertise toward the development, evaluation, and incorporation of AI tools into Business Intelligence workflows and deliverables. - Identify high-impact opportunities to apply AI and automation to increase quality, speed, and organizational efficiency. - Partner with product engineering, data management, and BI COE programs to pilot, scale, and operationalize AI capabilities across the team. - Build team capability and literacy in AI tools, establishing best practices, guardrails, and responsible-use standards. - Stay current on emerging AI technologies and translate them into practical, measurable improvements for client delivery.