Support Lead - Partner Support - BPO - IIM/ISB/MDI/FMS

POSITION SUMMARY:

The primary purpose of this position is to look into the scaling process, automation and process/system improvement.

PRIMARY RESPONSIBILITIES/ACCOUNTABILITIES OF THE JOB:

- Operations Planning

- Provide solutions in terms of the volume and workflow of business

- Multi-stakeholder management

- Handle end-to-end partner experience

- Improve metrics/partner satisfaction

- Look into partner delight/success

- Make the partner experience hassle-free

- People management

- Qualitative responses to stakeholders

INTERNAL & EXTERNAL CONTACTS / SUPERVISORY RESPONSIBILITIES:

Internal: Handle a team of 50+ people

External: Interact with multiple stakeholders, including various departments and partners

QUALIFICATIONS & EXPERIENCE :

Experience :

- 3-10 years of experience in people management and partner experience management and support

- Prior experience leading teams and mentoring junior staff

- Must have handled partners in terms of support, escalations, responses etc.

Education:

- IIM/ISB/Equivalent colleges

Preferred Skills :

- SQL/R/Python.

- Six Sigma/Lean

- Process/Domain expertise