About this role: The Global S&O arm of Gartner is currently seeking talented people to join its Strategy & Operations team in India. As a member of this team you will drive client engagement and service productivity programs across Gartner. You will work towards driving integrated approach across Gartner's key functions - Business units under Global Service & Delivery (GS&D), Sales, R&A and Products and their leaders with the central goal of improving client retention through high value engagement mechanisms. You will also get an opportunity to work on some of the high impacting strategic projects to drive key organizational goals, operational & economic productivity of the overall operations and service associates. What you'll do: This stint involves driving some of the high business impacting strategic initiatives which aim to drive key business priorities of GS&O with an ultimate focus towards client engagement and retention. You will drive efficiency and productivity across the client value chain through key functions of the services operations team - Client insights, Service Advisors and Events CoE. The ultimate goal will be to drive client engagement and retention by actively working with the Service Delivery Teams across geographies. You will also help in crafting high impact outreach campaigns, content review, Mission critical priority (MCP)/ Client Initiative (CI) led value delivery campaigns, securing valuable client feedback through surveys and come up with insights and recommendations for course correction. Core Operations: Drive client retention and engagement by collaborating with and empowering Global service delivery groups across client retention life cycle Own and accountable for a large portfolio of clients across various key initiatives of Service Operations function. Partner and enable services teams on this portfolio to drive seamless value delivery to clients. Partner with services teams to identify clients' C level priorities by analyzing multiple data sources and synthesizing them to identify the most impactful client priorities Drive Events CoE to increase client registrations, engagement and other operational metrics leading to higher client retention for the organization Conceptualize, design and implement initiatives that have a direct impact on KPIs Work on content review for client marketing campaigns, developing valuable suggestions for client marketing assets Drive operational excellence - incremental improvement of overall operational engine - reduced process steps and complexity by developing intuitive and simpler process design/interfaces and automate it. Implement best practices/tested solutions across Service Delivery Associates to maximize effectiveness of key levers Analyzing lagging/leading business KPIs across all stages of the client value chain in order to generate actionable insights, develop implementation plans and ensure execution of all changes Continuously improve quality of processes & deliverables by establishing a regular process check and measurement mechanism. Iterate and Evolve to increase Business Impact Push self to innovate on productivity and efficiency drivers. Implement those innovation end to end based on ROI impact and measure the success. Build and drive stakeholders to implement strategic initiatives to drive R&P and client engagement - process improvement ideas, A/B testing and leveraging various sources of information to make it useful for continuous improvement Work on process analytics to analyze client responses, coming up with actionable insights to improve process governance Drive structured problem solving on various projects as needed. Provide guidance on data driven hypothesis testing and scale up approaches. Influence decision making on next big bet. Discover innovative levers/best practices (escp. Focusing on right MCPs/KIs of client) within Gartner or outside aiming to boost effectiveness of outreaches - higher R&Ps, usage, retention Continue to evolve on funneling approach of outreach mechanism by leveraging client's footprints and persona Provide active support as and when needed during development and execution of strategic initiatives within GS&O, GS&D and across Sales, R&A and Product; lead some of these projects independently. Continuous Process Optimization Identify process improvement opportunities and apply LEAN principles to boost efficiency and productivity of processes & people Keeping in mind 'One Gartner' approach to serve clients, integrate and standardize all possible elements of the process. Also, aim for economy of scale by integrating all process touch points (Sales, onboarding, servicing, client surveys) of client's journey in order to map the client behavior better to deliver client value. Conduct time & motion diagnostics to explore opportunities of process redesign. Establish process excellence to operate in a Lean way including maximization of automation for all tasks and process Continue to re-engineer and optimize the instrumentation (dashboards, reports, tools) designed to measure and alert SDAs/Leadership on lagging/leading KPIs Collaboration and Stakeholder Management Own stakeholder management, relationship building with team members and with cross-functional units. Ensure right communication and positioning of the vision and priorities to team members. Communicating and presenting analytical insights to internal stakeholders and to senior management Partnering with internal stakeholders to learn, ideate, and recommend automation alternatives to service delivery associates' manual work streams Delivering strong support to the stakeholders with a no-limits mindset to do everything to increase retention Drive problem solving via story boarding and driving discussions in various forums Actively Improve collaboration and close-coordination with global teams across time-zones What you'll need: MBA with 0-4 years of work experience Strong leadership skills to build capability within the team and collaborate with other team leads to ensure the larger goals are met Good command of knowledge related to Information technology, product development and its application to business Knowledge/experience on analytical problem solving, analytical tools Exposure and understanding of lean six sigma, lean diagnostics, T&M and other process improvement techniques would be a big plus Developing professionals with strong business acumen, problem solving leadership (qualitative & quantitative). High on champion mindset and a quick learner Strong orientation towards operational and business excellence Strong communication and collaboration skills Innovative mindset and inclination to solve business problems Analytical thinker with experience deriving business insights from data analytics Detail-oriented with high personal standard for quality Comfortable in working with cross-functional teams Skillful in managing expectations of varying stakeholders (internal & external) What you'll get: Competitive salary, generous paid time off policy, charity match program, Group Medical Insurance, Parental Leave, Employee Assistance Program (EAP) and more! Collaborative, team-oriented culture that embraces diversity Professional development and unlimited growth opportunities Who are we At Gartner, Inc. (NYSE: IT), we deliver actionable, objective insight that drives smarter decisions and stronger performance on an organization's mission-critical priorities. We've grown exponentially since our founding in 1979 and we're proud to have over 19,500 associates globally that support over 15,000 client enterprises in more than 100 countries. What makes Gartner a great place to work Our teams are composed of individuals from different geographies, cultures, religions, ethnicities, races, genders, sexual orientations, abilities and generations. We believe that a diversity of experiences makes us stronger-as individuals, as communities and as an organization. That's why we're recognized worldwide as a great place to work year after year. We've been recognized by Fortune as one of the World's Most Admired Companies, named a Best Place to Work for LGBTQ Equality by the Human Rights Campaign Corporate Equality Index and a Best Place to Work for Disability Inclusion by the Disability Equality Index. Looking for a place to turn your big ideas into reality Join What we offer: Our people are our most valuable asset, so we invest in them from Day 1. When you join our team, you'll have access to a vast array of benefits to help you live your life well. These resources are designed to support your physical, financial and emotional well-being. We encourage continued personal and professional growth through ongoing learning and development opportunities. Our employee resource groups, charity match and volunteer programs keep you connected to your internal Gartner community and causes that matter to you. The policy of Gartner is to provide equal employment opportunities to all applicants and employees without regard to race, color, creed, religion, sex, sexual orientation, gender identity, marital status, citizenship status, age, national origin, ancestry, disability, veteran status, or any other legally protected status and to affirmatively seek to advance the principles of equal employment opportunity. 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