Role : Master Black Belt Professional - Customer Service

Our client projects, span the globe and require leaders to keep the big picture in focus while being able to delve into the unique customer challenges they face daily. As a Leader you will manage complex, multi-disciplinary and multi geo projects while based out of Manila/Krakow. You plan requirements with internal customers and usher projects through the entire project lifecycle. This includes managing transition schedules, identifying risks and clearly communicating them to project stakeholders. You're equally at home explaining your team's analyses and recommendations to executives as you are discussing the technical and operational trade-offs and able to adapt to dynamic and rapid changing environment/goals.

- Lead the program from the front, take care of every aspect of delivery, people, performance, profitability and client at the site level

- Meet all SLAs, Monitor MIS reports to ensure program performance is moving in the right direction. Share proactive communication to the client in case of any expected misses

- Develop robust SMART action plans and ensure implementation to the T

- Drive performance improvement initiatives at least one every quarter

- Prepare zero-defect billing invoices for your project

- Ensure the margin targets are met month on month

- Reduce costs by driving margin improvement levers

- Keep attrition below target at all times

- Conduct skip level meetings to get floor pulse, and close loop on inputs received

- Succession planning at all levels PL and above

- Ensure every critical role has a ready backup at all times

- Drive coaching and mentoring as a pillar of growth

- Proactive communication with the client on all important and critical issues

- Ensure immediate responses are sent to all client initiated communication

- Work with training team to ensure quarterly, TNIs identified, training calendar is rolled out on time, trainings are executed without miss

- Maintain transaction quality above benchmark at all times

- Institute processes that drive adherence to workflows

- Audit transactions randomly to check for adherence and compliance

- Look at volume patterns and suggest dynamic staffing changes to the client proactively

Minimum qualifications :

- Bachelors degree in Computer Science, Engineering, Mathematics, Statistics, related fields or equivalent practical experience.

- Around 15 years of overall experience and 2 to 3 years of experience of leading large multi geo projects

- Experience in one or more of the following - google related software products, Python, Java, C++, JavaScript, web-development will be beneficial but is not mandatory.

- Certified Master Black Belt currently leading a large multi-geo ops team

Preferred qualifications :

- Demonstrated technical aptitude and strong analytical skills with proven results.

- Ability to understand technical subjects and emerging technologies, and their relevance to the marketplace.

- Ability to work well and exert influence as a member of high performing teams composed of both technical and non-technical members.

- Ability to demonstrate strong communication, project management, interpersonal and organizational skills .

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