Roles / Responsibilities:

This role requires candidates with Strong International BPO Customer Service background with Large Team handling, SLA Management, Strong exposure in CX Delivery, Account Management, P&L Management, AI-led Automation and Process Transformation.

Service Management, Tracking & Execution:

- Responsible for End to End Service Delivery for the portfolio.

- Devise corrective and preventive actions for any service level breaches, near misses, and customer escalations.

- Manage defined processes and risks with respect to organization and customer.

- Coordinate with onsite ad offshore teams as necessary during project delivery.

- Ensure service performance of the portfolio through defined metrics and KPIs.

- Participate in PMR and Service performance review meeting and ensure availability of all relevant performance data.

- Ensure the status reports and dashboards are sent to the customer for the project at the agreed intervals.

- Prepare process excellence and resolving all customer requests, issues/ escalations in a timely manner.

Knowledge Management:

- Liaise with Academy for project level training needs and ensure training plans are made available based on skillset needs.

People Management:

- Drive performance management process (goal setting/appraisals and promotions) for the project.

- Responsible for onboarding new hire.

- Manage conflicts within the team and organize team building exercises.

- Enable periodic skill assessment of associates and subsequent adherence to learning plans.

- Initiate Performance Improvement Plan (PIP) in case of non-performance.

- Continuously mentor and have succession plan for all key roles.

- Responsible for forecasting and managing staffing requirements for the project.

Contribution to Org initiatives:

- Adhere to organizational policies and procedures.

- Participate in customer meetings/floor visits and share project experience.

- Share best practices applying contextual knowledge with the organization and leverage organization assets for the benefits of the project.

- Adopt and implement organization initiatives like Digital Transformation, Contextual Master.

- Adopt and replicate the best practices from other engagements in the organization.

Business Development and Customer Relationship:

- Participate in Customer review/ governance meetings to discuss on Service performance, project issues and improvement opportunities.

- Coordinate and ensure preparedness for the customer visits.

- Anticipate issues and needs of the customer related to the project and address them proactively.

- Thereby help achieve CSS targets which is minimum of 95%.

Audits:

- Participate in internal and external audits and track action items to closure.

- Responsible for billing and invoicing for the project being manage.