Senior Manager - Customer Service - BPO

Sr. Manager - Customer Service

Key Competencies / Skills Required :

Job Description : 

In this role, the candidate will report directly to the service line leader and perform the following activities.

- Build relationships with multiple internal stakeholders - operations, sales and relationship management, digital, data science and strategy to drive the roadmap

- Project manage the entire product development lifecycle

- Develop solution assets such as capabilities, differentiation, best practices etc. operating model design, potential value adds, and commercial constructs

- Lead solution development and response for RFIs, RFP, and proactive proposals and point of view discussions for prospective clients

Preferred Experience

- Consulting in Global Operations

- Capability Build Outs

Mandatory: 

- Should have experience in digital project management

- Desired Fields of Familiarity

- Content Moderation

- End user account management

- Ad Integrity Privacy

Travel: On need basis

Location: Hyderabad

Summary of Role/Profile:

- This role is responsible for managing and executing a roadmap of High Impact Projects to solve for the business problems/opportunities of key customer(s).

- What is the focus of the function? Driving High Impact projects, Reimagine Outcomes, Drive Transformation & creating a culture of operating excellence in the team supported by the function.

- How is this role unique from others? Provides opportunity to work in cross-functional environment where soft skills come to the fore more often, gives exposure to senior stakeholders - internal and external. This is literally a - Tip of the Spear- profile. It is a role where the Top Talent of the company is brought in.

Who are the key relationships for this role?

- Senior Customers/stakeholders (internal/ external), Business Leaders, Operating Leaders and Customer relationship Managers, Quality managers

Specific Competence (Essential) : 

- Strong Quantitative and problem solving ability: Ability to conceptualize complex problems and develop an Analytical road map for them.

- Domain /Industry knowledge is must

- Strong Influencing skills and clarity of thought

- Executive Presence

- People Leadership: Ability to coach & mentor people.

- Demonstrates the ability to facilitate meetings to generate ideas and make key decisions.

- Creates a team environment of accountability and commitment for reaching project goals.