Hexaware - Service Delivery Manager - Telecom

- At least 12 years of experience in telecom contact center operations/back office operations management, including 5+years with Telecom Operator

- Should have managed multiple processes and ensured delivery within timelines

- Demonstrated ability to understand staffing, process efficiencies, and goal achievement while managing contact center cost.

- Experience required with inbound/outbound contacts and back office preferred - experience integrating multiple channels into a service model

- Created & managed shared services in telecom for captive or 3rd party

- Should have exhibited excellent problem solving, critical thinking and communication skills, a detail-oriented personality, and a collaborative spirit;

- Proven demonstration of ability to work with diverse team members and manage multiple and competing priorities;

- A commitment to being attentive, persistent, and flexible. Also protective of the integrity and purpose of our organization.

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 the company

Corporate Alignment:

- Communicate company vision, mission, and goals. Ensure complete alignment of the functional / service line teams to overall company objectives.

- Champion culture by role modeling behaviors

- Create a work environment that nurtures and supports diversity and has an inclusive work culture.

- Ensure productive work relationships are established with all relevant internal functions.

- Ensure data confidentiality, integrity and protection of company's intellectual property.

Compliances:

- Adherence to company policies, rules and regulations

- To follow quality processes thoroughly using checklist standards.

- Responsible for complying with all QMS and ISMS Policies and procedures.