Head CSS Bangalore

Key Responsibilities

• Ensure Health, Safety & Environment (HSE) and compliance culture across the Bangalore center, including adherence to company standards and local regulations.
• Foster a culture of integrity and compliance aligned with the Code of Conduct, including effective controls, awareness, and speak‑up environment.
• Actively shape the evolution of the service portfolio towards higher value‑adding services.
• Align operational risk management, audit readiness, internal controls compliance and business continuity for CSS Bangalore.
• Promote a focus on service quality and customer satisfaction throughout all CSS functions, incorporating structured voice-of-customer initiatives and effective escalation management.
• Champion an effective communication to increase employee engagement level across Function
• Represents CSS (cross Function) in meetings, negotiations and /or task forces with internal and external stakeholders
• Manage cost per FTE and align with Functions to stay on benchmark level for service delivery cost
• Run regular/formal governance meetings (cross Function)
• Drive and engage with CSS support functions to drive efficiency and engagement across hub
• Run employer branding initiatives to gain access to relevant talent pools
• Play a critical role in developing the vision and strategy of overall CSS (from a systems, process, compliance, policy and procedures perspective) as member of the CSS leadership team
• Align strategic workforce planning across Functions, including skills evolution and proactive attrition management for critical roles.
• Lead the Productivity campaign within CSS Bangalore, ensuring close coordination with other centres. Embedding a culture of continuous improvement rooted in Celonis Process Mining should become an integral aspect of daily operations.
• Promote AI adoption in all functions by increasing awareness and engagement in improvement programs. Serve as the main contact for AI adoption in CSS centres within the AI Nexus program, and work closely with the AI/automation team supporting CSS Functions in Bangalore.
• Mature a common people development framework for CSS Bangalore in close collaboration with HR and other CSS centers.
• Ensure, together with the Head CSS Krakow, the cybersecurity readiness program for all centers.
• Responsible to ensure compliance with applicable external and internal regulations, procedures, and guidelines.
• Living Hitachi Energy’s core values of safety and integrity, which means taking responsibility for your own actions while caring for your colleagues and the business.

Qualification & Requirements

• Master’s degree in management or other related fields
• Minimum 10 years of relevant business experience (CSS leadership)
• Strong leadership and communication skills, able to engage large teams of people and enable them to develop/ change their approach
• Solid track record of AI adoption programs in a CSS environment
• Champion for continuous productivity improvement programs
• Experience in working within a matrix organization, able to influence people without direct reporting lines
• Proficiency in both spoken & written English language is required
• Cultural sensitivity and work experience in an international environment.

Benefits

No information available.