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15/06 Preeti Gupta
Manager - Executive Recruitments at Sutherland Global Services

Views:624 Applications:87 Rec. Actions:Recruiter Actions:11

Sutherland - Country Head - Quality & Customer Experience (15-25 yrs)

Chennai/Hyderabad/Mumbai/Cochin/Kochi Job Code: 1111334

Sutherland is seeking a strategic-thinking and self-motivated person to join us as AVP -Customer Experience. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you.

The position report to - VP Customer Experience

Team - 5-6 direct reports, overall 350+QAs, will support around 60 Accounts. Overall span 15K frontline supports

Roles and Responsibilities:

- Customer Experience Country Head is responsible for overall operations of CX Team in the Geo.

- Regional Owner of People Enablement and Functional Excellence of CE Team for the Country/Region.

- Owner of Performance Analysis Framework feeding into CI Operational Guidelines.

- Overall single owner of all people driven decisions involving headcount, management spread and performance management of the CE Team.

- Represent Sutherland Global Services and CE Service Offerings to potential clients and existing clients.

- Represent CE Team as part of Senior Leadership Reviews and Decision-Making Process.

- Budget Owner for the Region.

Qualifications

Our most successful candidates have:

- 14+ years in BPO/ITES and or Service Excellence/Quality Management

- Six Sigma Black Belt Certified.

- Extensive knowledge of ITES/BPO with in depth understanding of Customer Experience dynamics

- Minimum 6+ years of experience in leading cross functional teams with complex Matrixed Organizations

- In depth knowledge of standard Analytics Tools and Processes used in Quality Management Industry Wide

- Excellent presentation skills and ability to influence decisions working with Top Management

- Ability to work independently and with minimal direction

- Strong analytical, computer, communication, and customer service skills

- Ability to execute a variety of projects across multiple geographies and business cultures.

About Sutherland:

Sutherland is a process transformation company focused on helping Fortune 1000 companies rethink the way business gets done. Whether transforming your financial processes, applying analytics to customer care, or leveraging experience design to build a customer journey map, we are experts in reengineering process. We design exceptional customer experiences for the digital age.

Sutherland started 33 years ago with the objective of "Helping out clients maximize their customer lifetime value and increase their competitive advantage by helping drive productivity and efficiency while delivering measurable results". That strategic mission has remained unchanged. Today, we are a digital transformation company and our product is exceptional experiences. Experience to our clients, their customers, their employees and our employees. We combine the front-end customer focused services with optimized back-end processes in an integrated manner along the entire journey map of the customer. This holistic view of our clients' customers powered with our deep domain knowledge, design thinking, and advanced analytics driven business insights allows us to work exceptionally well with our clients through their digital transformation journey.

For more information, visit www.sutherlandglobal.com

If you are interested and coming from a BPO background with international client handling experience then apply

Women-friendly workplace:

Maternity and Paternity Benefits

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