CEM Delivery - Senior Manager / AGM

Job Title:

Location

• 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

Contact Person

Email