Posted:None|
Platform:
Work from Office
Full Time
Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes.
- Act as the primary point of contact for a large global client on all aspects of technology and service delivery.
- Build and maintain strategic client relationships, ensuring continuous engagement and satisfaction.
- Manage client expectations through clear communication, regular reviews, and proactive issue resolution.
- Lead a large, cross-functional team to deliver consistent, high-performance IT services across multiple business units.
- Oversee incident, change, and problem management, ensuring adherence to ITIL/ISO20000 standards.
- Ensure SLA compliance and service quality across all client-facing operations.
- Drive timely and accurate reporting on SLA metrics, service availability, and uptime.
- Sponsor and lead daily/weekly/monthly service review meetings with internal teams and clients.
- Identify opportunities for continuous improvement and build service improvement plans.
- Develop and implement capacity plans, risk mitigation strategies, and IT continuity plans.
- Manage customer voice of the client (VOC) programs for feedback and continuous enhancement.
- Collaborate with internal leadership on account growth and operational transformation.
- Mentor and lead a large team of managers and support professionals across multiple locations.
- Manage relationships with external vendors and third-party service providers to ensure alignment with delivery goals.
- Foster a culture of accountability, high performance, and innovation.
- High client satisfaction and retention
- SLA and uptime performance
- Quality and timeliness of reporting
- Team engagement and performance
- Service improvement execution
- Change control and risk mitigation effectiveness
Firstsource
Upload Resume
Drag or click to upload
Your data is secure with us, protected by advanced encryption.
Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.
We have sent an OTP to your contact. Please enter it below to verify.
Instantly access job listings, apply easily, and track applications.
15.0 - 25.0 Lacs P.A.
10.0 - 13.0 Lacs P.A.
4.0 - 11.0 Lacs P.A.
bengaluru
8.0 - 11.0 Lacs P.A.
12.0 - 14.4 Lacs P.A.
6.0 - 9.0 Lacs P.A.
27.5 - 32.5 Lacs P.A.
hyderabad
8.0 - 12.0 Lacs P.A.
hyderabad
8.0 - 12.0 Lacs P.A.
14.0 - 19.0 Lacs P.A.
