Delivery Lead Manager

Skill required: Next Generation Customer Operations - Customer Service Technology

Qualifications:Any Graduation

Years of Experience:13 to 18 years
Language - Ability:English(International) - Advanced

What would you doYou will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.
Skill required:

Customer Service/Contact center operations in Retail Banking- In this role, you will be responsible for overseeing and managing various retail banking operations, including account opening and maintenance, probate services, and legal order processing. You will ensure compliance with regulatory requirements, streamline processes, and provide excellent customer service.

The ideal candidate will have extensive knowledge and hands on experience in managing customer operations in the retail banking space (Front Office and Backoffice operations) for card and payment servicesa transformation from a necessary function for resolving customer problems into a value- generating service that is a strategic differentiator in the market.Plan, deliver and execute project(s) and program(s)

Ensure execution of delivery work across one or more clients or portfolios, leading service delivery strategy across all locations where the services are provided (e.g. client-site, delivery center) Address performance issues across the client(s)/portfolio(s); create the operational approach and implements continuous improvement Implement standard SLA commitments and other financial/operational metrics for client(s)/portfolio(s)

Support the achievement of contract controllable income (CCI) targets, as well as the achievement of cost-to-serve targets; deliver efficiencies through standard processes and synergies Manage staffing & peoplePlatform and software contact centers use to provide customer support. The quality and capabilities of the technology have a significant impact on both customer and agent experience, as well as contact center performance.

What are we looking forCustomer Service Management

Adaptable and flexible

Ability to work well in a teamStrong analytical skills

Written and verbal communication

Process-orientation

Client Management

Develops and manages key internal/external client relationships. Demonstrates thorough understanding of client relationships/business practices.

Evaluates, responds to, and tracks/trends client feedback in areas of responsibility to promote client satisfaction. Demonstrates business and industry acumen to initiate and/or develop client relationships.

Performance Management

Oversees and promotes consistent application of human resource processes including performance management, career development, salary review, and resource allocation within area of responsibility.

Manages team mix to the standard pyramid for type of Client Service Team/Service Delivery Team, headcount, macro resource load balance (rolling 3 months), utilization, overtime etc. and escalate issues when required according to established practices.Customer Care
Roles and Responsibilities:

In this role you are required to identify and assess complex problems for area of responsibility The person would create solutions in situations in which analysis requires an in-depth evaluation of variable factors Requires adherence to strategic direction set by senior management when establishing near-term goals Interaction of the individual is with senior management at a client and/or within Accenture, involving matters that may require acceptance of an alternate approach Some latitude in decision-making in involved you will act independently to determine methods and procedures on new assignments Decisions individual at this role makes have a major day to day impact on area of responsibility

The person manages large - medium sized teams and/or work efforts (if in an individual contributor role) at a client or within Accenture Please note that this role may require you to work in rotational shifts

ReportingAccountable for the following:Delivering weekly and monthly status reports including SLA/KPI results, operations-related issues and risks, performance improvement opportunities and financial performance

Reviewing daily reports including productivity and quality reports, capacity plan and actuals, end of shift reports, attendance logs and critical issues/concerns which need to be endorsed for follow up and actions during the next shift.