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Senior Executive - HR at Anunta Technology Management Services
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Anunta Technology - Customer Experience Manager (12-17 yrs)
Position: Customer Experience Manager CEM
Grade: Manager
Location: Bangalore
Reporting To: DGM Operations
Shift Timing: General (Availability 24-7)
Job Responsibilities :
- Manage the Technical Relationship with client
- Own the complete SLAs and Service Delivery for the client
- Expected to work with technical domain leads for building SIPs and handle client escalation
- Responsible for Client CSAT
- Responsibility for profitability of account & billing
- Accountability on critical changes, communication, and business restoration
- Regular capacity reviews, Focus on quality metrics
- Identifying critical paths in delivery, inputs for design change
- Engage and communicate with Sr. Management and Supplier Management team of client on regular basis
Primary Skill Set:
- Customer Engagement and Service Level Management
- Business requirement analysis, real time business expansion
- Technology and Business change management, Cost analysis
- Service Improvements and Collections and Cost analysis
- Communication and engagement model development
- Governance, Reporting, Reviews, Risk mitigations and escalations
- Trend Analysis, QBRs BRD inputs, Capacity inputs
- Operations and Design team engagement and business reporting
- Business impact analysis
- Periodic collection tracking and reporting, Cost analysis in reporting
Secondary Skill Set :
- Understanding of Cost of service
- Experience in Technology and Business change management
- Major Incident Managed /Contribution
- Involvement in infrastructure SIPs
Experience:
- 12+ years of experience in managing IT Infrastructure, handling Customer front and managing Service Delivery
Soft Skills: Good/Excellent Communication Skills (Speak, Read, Write)
- Report Writing
- Analytical & problem-solving skills
- Good presentation skills
- Willingness to Continually Learn
- Team Player & People Management
Education: Any Graduate/Post Graduate, preferably from IT background
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