Hexaware BPS - General Manager - Telecom Operations

Company - Hexaware BPS

Position / Title : General Manager - Telecom Operations

Job Description

- Must have handled FTE's up to 300

- Relevant Experience : 15 - 20 years ( Telecom Domain - BPO Experience )

- Candidate with experience into telecom domain must be from BPO background.

Domain - Telecom (B2B, Service Delivery, Enterprise, Order management)

- Candidate should be particularly from B2B domain and with BPO exposure. Should have experience into client management.

Mandate Skill : Knowledge in Wirelined, Networking, Fixed line

Job Duties/Responsibilities:

- Manage client expectations from the offshore delivery team

- Co-ordinate with offshore delivery manager & work closely for effective delivery

- Work with client onshore to understand current state of processes in scope

- Identify processes for offshoring and work with respective functions/LOBs to convince about offshoring

- Derive valuable insights for improvement through innovation with service delivery team

- Be the bridge between client and offshore Service delivery

- Resolve and/or escalate client grievances in a timely manner.

- Build confidence with client and ensure a smooth relationship

- Mine the account for more business and increased scope of delivery

- Ensure client stakeholders are highly motivated and have the right perception about organization.