Senior Manager/Assistant General Manager - CEM Delivery

Location - Mumbai, Indore, Gurugram

Job Title: CEM Delivery Lead- Manager, Senior Manager

Location: Indore, Mumbai, Gurgaon.

Job Description:

- Assures adherence to corporate policies and project delivery procedures.

- Reviews and ensures a high level of quality and service are maintained by meeting or exceeding commitments.

- Initiates, develops and enforces standards and procedures in support of improved service.

Mandatory Domain Experience:

- Digital Customer Service / Operations with minimum 15+ years of experience

Roles / Responsibilities:

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

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

Knowledge Management:

- Drive performance management process (goal setting/appraisals and promotions) for the project Manage conflicts within the team and organize team building exercises.

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

- Responsible for forecasting and managing staffing requirements for the project Contribution to Org initiatives

- 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

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

- Responsible for billing and invoicing for the project being manage