CEM Delivery - Senior Manager/AGM- Mumbai

Role Overview: As a CEM Delivery Lead- Manager or Senior Manager, your main responsibility will be to assure adherence to corporate policies and project delivery procedures. You will review and maintain a high level of quality and service by meeting or exceeding commitments. It will be your duty to initiate, develop, and enforce standards and procedures to support improved service. Key Responsibilities: - Manage End-to-End Service Delivery for the portfolio, including devising corrective and preventive actions for any service level breaches, near misses, and customer escalations - Coordinate with onsite and offshore teams during project delivery to manage defined processes and risks - Drive performance management process for the project, manage conflicts within the team, and organize team building exercises - Enable periodic skill assessment of associates, adhere to learning plans, and manage staffing requirements for the project - Contribute to organizational initiatives like Digital Transformation and Contextual Master, and implement best practices from other engagements in the organization - Participate in Customer review meetings, internal/external audits, track action items to closure, and handle billing and invoicing for the project Qualifications Required: - Mandatory domain experience in Digital Customer Service/Operations with a minimum of 15+ years of experience - Knowledge and experience in Service Management, Tracking & Execution - Strong skills in CEM, CONTACT CENTER, and CUSTOMER SERVICE Please note that the Job Code is GO/JC/1515/2025 and the Recruiter Name is Hemalatha.,