Entercoms - Manager - Service Delivery (5-7 yrs)
A tech savvy, result driven professional with experience in client management, operations management, and knowledge management. (Computer Hardware Domain desirable but not mandatory)
Excellent communication skills :
- 5 to 7 years of leading a techno functional team is mandatory.
Process and Project Management :
- Manpower planning to ensure optimal resource allocation aligned to cost targets
- Ensure all relevant data / reports are gathered, recorded and delivered to client as agreed targets and SLAs
- Execute project plans and provide regular updates in meetings & highlight risks & opportunities
People Management :
- Provide hands-on leadership on existing SOWs and new project on-boarding
- Manage Recruitment and ensure people development through mentoring and grooming and creating environment that sustains and encourage high performance; motivating teams in optimizing their contribution levels
- Succession planning to mitigate impact of attritions
Knowledge Management :
- Develop and maintain growth plans for teams to scale competency across various processes
- Back-up planning through cross training to ensure load balancing
- Drive skill development plans for existing resource pool
Client Engagement :
- Managing customer centric operations & ensuring customer satisfaction by achieving organizational delivery & service quality norms with the help of various innovations
- Attending to clients (individuals/corporate clients) concerns & complaints and undertaking steps for effectively resolving them
- Maintaining cordial relations with customers to sustain the profitability with the help of business process optimization
- Produce Business Review presentations summarizing reports, graphs, charts and highlighting initiatives and recommendations for driving change and improvements to business systems
