949 Escalation Management Jobs - Page 24

Company Overview: Chargeback Gurus helps businesses protect and recover revenue by providing innovative chargeback management solutions, AI analytics, and insights powered by our proprietary FPRONE platform. By understanding our client's needs and fully aligning with their goals, we help clients reduce chargebacks and increase recovery rates to maximize revenue. Our technology solutions use powerful AI insights, data science and advanced analytics combined with deep industry expertise to deliver hundreds of millions of dollars in recovered revenue to our clients. For more information, visit www.chargebackgurus.com . Role Overview We are seeking a highly motivated Product Support Specialist to join our growing team. This frontline support role is responsible for assisting merchant users as they navigate through the chargeback management process and utilize our proprietary platform. You will provide direct support to clients by helping them understand portal workflows, assisting with navigation issues, resolving general platform queries, and ensuring a smooth, efficient user experience. Strong communication skills, quick learning ability, adaptability, and a client-first attitude are critical for success in this role. This is an exciting opportunity for individuals who are passionate about client service, product support, and becoming an expert in the chargeback management journey. Key Responsibilities Assist merchant users in navigating the chargeback process through our platform. Provide Tier 1 frontline support through tickets, emails, chats, and calls for product and navigation-related inquiries. Help clients resolve challenges related to portal functionality, workflow navigation, and usage best practices. Triage incoming tickets and categorize them appropriately (Product, Operations, IT-related). Escalate more complex technical issues to internal teams following standard escalation workflows. Maintain accurate and thorough documentation of client interactions and resolutions. Continuously stay updated on platform enhancements, new features, and process changes. Update and contribute to internal knowledge base resources based on new learnings. Manage escalations and pressure situations professionally, ensuring irate or concerned clients are handled empathetically and effectively. Meet and exceed SLAs, KPIs, and CSAT targets. Key Result Areas (KRAs) Efficient and accurate support for portal navigation and platform functionality. First-level resolution of client queries related to chargeback workflows. Timely escalation of complex issues to relevant teams. High client satisfaction through effective communication and support delivery. Qualifications & Requirements Bachelor's degree in any discipline. 4-8 years of experience in customer support, product support, client services, and/or helpdesk roles (preferably supporting a technology platform). Excellent verbal and written communication skills, with strong ability to understand and assist US-based clients. Ability to quickly grasp platform workflows and explain them clearly to users. Familiarity with ticketing systems and escalation workflows. Strong attention to detail, multitasking skills, and client empathy. Ability to handle pressure situations and escalations calmly and professionally. Comfortable working US daytime hours and weekends, as required. Preferred Skills Prior experience supporting clients using technology or workflow platforms. Familiarity with chargebacks, payment disputes, or merchant-facing financial technology. Experience working in fast-paced support environments focused on customer success. ITIL 4 Certification, preferably with Foundation level completed.

Hiring Global Service Desk Manager (SDM) Language: Proficient in English (Read + Write + Speak) mandatory and Equivalent test of spoken and written and technical IT specific knowledge in both and English Role purpose: The Service Desk Manager is responsible for one delivery center to ensure all Metrics are measured and adhered. Owner of key measurements, Service Levels, and critical deliverables for SD services Main responsibilities: Performance of a single delivery center. Adherence to standards, measurement and reporting of metrics. Overall responsibility for processes, escalations, knowledge management within the DC New transitions and integration with the current teams. Knowledge acquisition, completion of documentation, management of infrastructure requirements, and all requirements that are associated with the new transitions. Operations reporting and governance meetings. Major activities: Manages all activities in the Delivery center Coordinates Knowledge Managers, Escalation Managers, and Incident Managers and makes sure they are aligned Supports Global Service Desk Manager with resource demand and capacity for a delivery center and activities to meet the demand and deliver required capacity (supports role of WFM Workforce Management) Ensures process changes are implemented Implements performance reporting for all the SLAs and KPIs and ensures adherence to the SLAs. Reviews and follows-up on ticket-based Customer Satisfaction (CSAT) reviews within the delivery center Performs reviews on ageing of tickets and conducts pending ticket analysis with the Team Leads. Reviews escalations and implements corrective and preventive actions on DC level Initiates and manage against the Service Improvement Plan (SIP) and Continuous Improvement Plan (CIP) Supervises performance of the team and is responsible for their qualification Attends the monthly quality meeting, BMC Remedy Resolver Group Team Leads meeting, and the SD Monthly Call (SDMC)

WHS (Workplace Health & Safety) is seeking a Senior Product Manager Technical (Sr. PMT) to lead an important set of products for our global safety operations. As a Sr. PMT for Amazons WHS Data-Tech organization, you will play a vital role in inventing, simplifying, and scaling Amazons technology products that have a tangible impact on the safety of our global workforce. We seek a product leader who can manage large, cross-functional technology programs and projects. In this role, you will be responsible for driving multiple technical product initiatives that deliver critical health and safety capabilities requiring coordination with technology and operations teams worldwide. You will collaborate with a group of technical product managers, developers, data engineers, and data scientists to provide products and services that deliver insights and improve the safety processes of WHS worldwide. The right candidate will possess a strong product and technology background. You must be able to thrive and succeed in a challenging entrepreneurial environment, and not be hindered by ambiguity or competing priorities. This means you are not only able to develop and drive high-level strategic initiatives but can also roll up your sleeves, dig in and get the job done. As a Sr. PMT, you will anticipate bottlenecks, provide escalation management, make trade-offs, and balance business needs versus technical constraints. An ability to take large, complex products and break them down into manageable pieces, develop functional specifications, then deliver them in a successful and timely manner is expected. Product Management: Leverage your strong foundation in product management concepts and methodologies to deliver on product strategy, roadmaps, and prioritization of features for safety products and solutions. Unified User Experience: Identify user needs through user research, onsite visits, and Voice of Associate (VoA) mechanisms. Work closely with program and engineering teams to build unified user interfaces to streamline user experience. Communication and Collaboration: Communicate product visions, goals, and requirements to diverse stakeholders, including Program, Operations, Technology, and Finance teams. Facilitate collaboration among cross-functional teams to ensure smooth product development. About the team WHS Data-Techs charter is to deliver technology solutions and data insights that help reduce workplace risks and injuries at Amazon. Our customers are Worldwide (WW) Operations and the WHS organization. The technology solutions landscape for WHS Data-Tech includes web applications built using native Amazon Web Services (AWS) technologies and device-software hybrid solutions that leverage generative artificial intelligence (AI), computer vision, sensors and Internet of Things (IoT) technologies. Additionally, the team conducts scientific research and modeling to generate safety insights and provides analytical solutions, ranging from senior leadership deliverables to individual business unit specific reports. Experience owning/driving roadmap strategy and definition Experience with feature delivery and tradeoffs of a product Experience contributing to engineering discussions around technology decisions and strategy related to a product Experience managing technical products or online services Experience in representing and advocating for a variety of critical customers and stakeholders during executive-level prioritization and planning 5+ years of end to end product delivery experience Bachelors degree in Engineering, Science, Analytics, or Business Administration Experience in using analytical tools, such as Tableau, Qlikview, QuickSight Experience in building and driving adoption of new tools Masters degree in Engineering, Science, Analytics, or Business Administration

Job Purpose: To manage and oversee the complaint monitoring, analysis, and escalation processes within the region, ensuring timely resolution of customer issues and driving continuous improvement in customer satisfaction across sales and service functions. Key Responsibilities: Complaint Monitoring & Review Monitor and review customer complaints related to Sales and Service within the region. Track regional complaint KPIs and develop action plans to address performance gaps. Complaint Process Enhancement Drive enhancements in the complaint handling process to improve efficiency and customer satisfaction. Analyze complaints data to identify top recurring issues and formulate corrective action plans. Escalations Management Handle and coordinate management-level escalations for complaints within the region. Ensure timely and effective resolution of complaints received via Social Networking Sites (SNS). Cross-Functional Coordination Collaborate with Sales RO and Aftersales RO teams to review and resolve pending complaints. Provide advisory support to regional teams on process improvements for complaint management. Dealer Performance & Support Coordinate with regional teams to develop and implement action plans for low-performing dealers. Provide assistance to regions and departments to facilitate effective complaint resolution. Reporting & Analysis Prepare and present Customer Satisfaction Index reports and other relevant complaint-related metrics to regional leadership. Qualifications & Experience: Experience in complaint handling, customer service, or related functions in automotive or similar industries. Strong analytical skills with the ability to interpret data and drive corrective actions. Effective coordination and stakeholder management capabilities. Good knowledge of complaint management systems and escalation processes. Excellent communication and problem-solving skills.

Quintes Global hiring for Senior Process Associate Customer Services(Order Management) for Ireland based renowned Biotech company specialising in the development, manufacture and marketing of clinical diagnostic products !! Job Location- Noida Shift- US shift 5 Days week Need immediate joiner Drop Facility & dinner facility will be given by company Role- Senior Process Associate Customer Services (Order Management) Job Summary: The Customer Service(Order Management) Associate will be responsible for ensuring that customer orders are serviced efficiently from initial enquiry on pricing/availability, order entry, inventory allocation, associated paperwork, through to final invoicing and (any) query resolution The role requires the incumbent to support the Team Lead in ensuring that all touchpoints from order enquiry to post order receipt support are addressed timely and to the customers satisfaction. The Customer Service Associate will be required to timely process the orders, and work in a cross functional environment, as per requirements. The incumbent will also support any new offshoring / expansion of roles that may result from future business needs. Key Responsibilities: Proven experience in Shared Services or BPO operations Knowledge/ exposure to manufacturing setup and preferably related industry domain Customer/ BU understanding and Responsiveness to Business Changes and requirements Ability to provide accurate data and influence recipients in relation to analysis and decisions Ability to drive documentation of operating procedures and implement process improvements Effective communication and problem solving skills Ability to plan and effectively deploy resources to maximise utilisation. Overall exposure to computers, ERP, internal business applications. Proficiency in using reporting tools. Knowledge of compliance requirements Interested candidate can share their resume at sunandal@quintesglobal.com with their current ctc, exp ctc & NP.

Title : REF73135B-Lead Associate - Operations-Record to Report (Fixed Asset and Intercompany)-US Shifts Graduate (B-com)/Post Graduate(M-com) 3-5 years. Knowledge of accounting principles, Journal Entries and Reconciliation - Inter- Company-SGA- Revenue and Inventory- Fixed Assest- Closing and Reporting Able to handle tasks allocated independently as per the specific client process and ensures compliance in terms TAT and accuracy after training Excel knowledge SAP knowledge preferred Review of activities and reconciliations Ability to understand client expectations and requirements Strives to adhere and improve performance on SLA's and deliverables to customer, including ownership of solution oriented, effective communication of issues raised, findings and proposed resolution3. Ability to maintain relationships with relevant line manager / counterparts / stakeholders'' Has complete clarity about expectations from self, measurable of the same and own role; delivers upon these. Resolves conflicts at his / her level; escalates if required. Displays good collaborative spirit Does not resist change management Addresses problems and finds solutions by working within and between WNS teams, including consultation with and/or escalation to other towers when required. Identifies anomalies, errors and aberrations in output Proposes and implements process improvements. Participates actively in team meetings; articulates thoughts clearly Listens with attention and builds own understanding Demonstrates strong verbal and written communication skills ' Job Location- Pune (Weikfield)- WFO only Shifts- US Shift -(8.30pm to 5.30am IST during Summers/ 9.30pm to 6.30am IST during winters) Qualifications B.com/ M.com/ MBA Finance Job Location

This is an extraordinary opportunity for an individual with the experience and enthusiasm to help develop the next generation of Oracle NetSuite Customer Success team members and while having a direct impact on the practice. As a key member in the Oracle NetSuite Global Business Unit (GBU) Enablement organization, this position is primarily responsible for our global Consulting Delivery enablement programs. Customer Success Enablement supports newly hired campus and experienced Consultants, Project Managers, Delivery Leads, Solution Architects, Client Service Managers, Customer Support Representatives, Customer Success Advisors, Trainers and Operations team members. This role is central to acclimating new hires to the NetSuite environment and product, developing the consulting and business soft skills, supporting the continuing enablement of employees, and teaching our customer engagement model, implementation methodology, and business processes. As a member of the Oracle NetSuite Global Business Unit (GBU), this position is responsible for facilitating learning initiatives for our Customer Success organization; ensuring consistent delivery and experience across locations and in collaboration with the larger Enablement Organization. You will consult with business stakeholders and conduct needs assessments to identify strategically aligned learning and development initiatives, lead the design and development of training courseware in a variety of delivery modes (e.g. instructor-led training, self-paced training, virtual, blended), work with SMEs and business partners to collaborate on content creation, as well providing input on measures regarding business impact and effectiveness of deployed learning solutions. The Enablement Lead will help oversee their preparation for entry into the practice and support continuing education initiatives. Such activities include conducting workshops, developing and maintaining learning assets, managing learning tools, utilizing feedback and evaluation mechanism to drive learning outcomes and guiding learners through structured activities defined within the various enablement programs. Additionally, you will be in a unique position to contribute to the growth and development of overall Customer Success Enablement programs. You will be responsible for assisting in the ongoing development of enablement training and associated materials; including working with other departments to augment existing materials provided by them. Additional activities include administering feedback sessions, revising or developing content based on participant feedback and new program initiatives, partnering with team members to ensure a consistent experience globally across all offices, and providing support as requested for overall Enablement operations. Responsibilities displayed in the job posting Responsibilities: Team with multiple stakeholders to define measurable learning objectives and goals, present solutions/plans, then develop content to execute on the solution Collaborate with fast-paced, high-volume enablement and curriculum development or support teams to develop innovative content Ensure content and learning path alignment across various Enablement Programs Facilitate and help maintain key content areas including Product, Methodology, Business Skills, and/or Internal Processes Acquire and maintain a working knowledge of the capabilities of NetSuite Partner with Customer Success teams to identify and advocate for their specific enablement needs Conduct needs assessments and feedback efforts with key stakeholders Deliver instructor-led training and facilitate sessions to participants Communicate effectively with a diverse subject matter expert (SME) group, extracting pertinent information then transforming that content into digestible pieces Drive program and participant success; investing in the success of the team and going above and beyond Motivate individuals to succeed through impassioned leadership, coaching, and creativity Work effectively and cross-functionally across the organization; earning trust and building relationships throughout Develop and maintain enablement content and/or assist in establishing processes Participate in the recruiting process for future Campus/Intern classes as needed Contribute to team or organization-wide initiatives to drive efficiencies and support business objectives Perform ad hoc responsibilities as assigned Ideal Candidate: Consultative approach to identifying, assessing, and prioritizing requirements Excellent stakeholder management skills with the ability to work in a global, team environment Experience training users on ERP, financial, or accounting systems is desired; knowledge of NetSuite a plus Strong presentation, training and group facilitation skills; familiar and competent with audience-engagement methods and techniques appropriate for all types of audiences Solid project management skills the ability to multi-task, excellent time management, organization, and prioritization skills with the ability to manage and meet tight deadlines Proactive approach and desire to launch and successfully execute new initiatives Demonstrated knowledge of instructional design and adult learning principles desired Ability to create and track metrics Outstanding communication skills; presentation, written, verbal, listening, and influencing Proficiency in English is required Bachelors degree or recognized equivalency or achievement of recognized professional level Willing and able to perform responsibilities in office Willing and able to work North America business hours

Job summary The SEO Manager (SEOM) is accountable for overseeing a team of SEO professionals and the execution of robust SEO strategies, ensuring the seamless delivery of high-quality services to our clients. Collaborating closely with Digital Operations Manager (DOM), Digital Account Managers (DAMs) and other SEO Managers (SEOMs), you will strategize, implement, and optimize SEO plans, while providing detailed performance reports. Your role involves proactive communication with internal teams and DAMs to address queries, mitigate risks, and identify growth opportunities. * Team Management: Lead and manage a team of SEO professionals, ensuring high levels of productivity, quality of work, and goal achievement. Act as the primary point of contact for the SEO Team. Regularly gather feedback from team members to gauge satisfaction levels and address any concerns, focusing on improving individual and collective performance over time. Identify potential successors within the SEO team and develop their skills through mentorship and training programs, ensuring continuity and growth within the team. * Team Morale: Measure and promote team motivation, enthusiasm, and morale through effective communication. recognition of achievements, and fostering a supportive work culture. * Project Execution: Oversee the implementation of SEO strategies, including on-page and off-page optimization, content development, and technical SEO. Utilize project management tools such as Zoho Projects to streamline workflows and ensure efficient project execution. * Quality Assurance: Ensure all SEO deliverables meet high-quality standards and are delivered on time. * Performance Monitoring: Conduct regular performance reviews, track key SEO metrics, and provide detailed reports to DAMs. Regular review and analysis of team performance metrics to identify areas for improvement. Maintaining track in visualising the data on total requests worked adhering SLA. Maintain communication through Zoho Cliq to stay updated on project statuses and team activities. * Risk Management: Identify potential risks and implement effective mitigation strategies. * Stakeholder Communication: Maintain effective communication with internal teams, including MoMs, scheduling meetings, and follow-ups. Utilize Zoho Cliq for real-time communication and collaboration with stakeholders. * Client Meetings: Participate in monthly client calls/meetings to discuss project performance, activities, and action plans. * Escalation Management: Promptly address and resolve client and internal team escalations. * Critical Projects: Streamline and oversee critical projects to ensure successful delivery. * Website Monitoring: Regularly identify and address client website issues to maintain optimal performance. * Action Plan Review: Review and discuss action plans with the team, providing strategic input and feedback. Take proactive measures to ensure that the project is on track at all times. * Task Management: Review completed and pending tasks biweekly, ensuring timely completion and taking responsibility for long-pending tasks. * Monthly Review: Conduct monthly project performance reviews, guiding the team towards continuous improvement. * Strategy and Growth: Suggest growth plans and strategies to take projects to the next level. * PPT Preparation: Proofreading, fact-checking, and internal review of all PPTs prepared by SEO Team Leads before the client meeting. * Project Load: Manage a portfolio of at least 30 client projects simultaneously, ensuring efficient resource allocation and project success. * Escalation Management: Take prompt action to resolve client escalations. Ensure that issues are escalated to the appropriate levels within the organization for swift resolution and client satisfaction. Handle internal team member escalations effectively, ensuring all concerns are addressed promptly and professionally. * Follow-up Communication: Rigorously follow up with all internal stakeholders to ensure SEO deliverables are completed within the agreed budget and timelines. Must respond in a timely manner to all internal stakeholder emails and Zoho Clia messages. * Collaboration: Collaborate with both internal and external stakeholders to ensure deliverables are completed within the agreed budget and timelines. * Learning and Development: Take initiative in self-directed learning and development to stay updated with industry trends and best practices. Additionally, oversee and facilitate the learning and development of SEO Team Leads, SEO Project Leads, SEO Analysts, and SEO Executives, ensuring they receive training opportunities and stay abreast of emerging SEO techniques and technologies. Encourage a culture of knowledge sharing among team members, fostering collaboration and continuous learning within the SEO team. * Ideas and Innovations: Proactively contribute innovative ideas for process improvement and solving clients' business problems. Additionally, provide proactive suggestions to clients, DAMs, and Senior Management to enhance service delivery, optimize strategies, and achieve client objectives. * Feedback Management: Actively solicit feedback from Head of Digital Operations (HODO), Digital Operations Manager (DOM), Digital Account Manager(s) (DAMs), Web Development Manager (WDM), Team Lead - Design (TLD), Content Coordinator (CC) and Senior Leadership members to foster a culture of continuous improvement. Provide constructive feedback to team members to enhance their performance and professional development. * Conflict Management: Effectively resolve conflicts within the team or with stakeholders, promoting a collaborative and productive work environment. * Leave and Attrition Management: Monitor and manage team members' leave schedules to ensure adequate coverage and minimal disruption to project timelines. Implement strategies to mitigate attrition, and foster a supportive work environment * Adherence to Scope of Work: Ensure all projects and tasks are completed within the defined scope, maintaining high standards of quality and meeting client expectations. If any client requests work outside the defined scope, obtain approval from the Head of Digital Operations (HODO) or Senior Leadership Team members before proceeding with the additional work. * Report Vetting: Ensure all reports, data, and details shared with Digital Account Manager(s) (DAMs) are vetted for accuracy and quality. * Meeting Preparation: Prepare thoroughly for all internal meetings and promptly send out the MoM. * Client Retention and Satisfaction: Ensure clients are retained, satisfied, and happy with the services offered. Play a crucial role in renewing contracts and extending the customer lifetime value. * Success Measurement: The success of the SEO Manager (SEOM) is intricately tied to the overall success and performance of their team. By fostering a culture of excellence, continuous improvement, and effective collaboration, the SEOM ensures that each team member contributes effectively towards achieving collective goals and delivering exceptional results to clients. * Ad hoc Tasks: Willingly undertake any other tasks as assigned by the Head of Digital Operations (HODO) or Digital Operations Manager (DOM) or Senior Management to support overall team objectives.You are the right fit, if you have * Professional Experience: Minimum of 7+ years of professional experience in SEO or digital marketing roles, with a demonstrated track record of success in managing SEO campaigns and teams. * Communication Skills: Excellent written and verbal communication skills, including professional email communication. * Presentation Skills: Strong ability to prepare and deliver presentations for client updates and performance reviews. * SEO Expertise: In-depth knowledge of SEO best practices, tools, and techniques, including keyword research, on-page and off-page optimization, link building, and technical SEO to analyze performance metrics and drive data-driven decisions. * Analytical Skills: Proficiency in using SEO tools such as Google Analytics, Google Search Console, SEMrush, Ahrefs, and Moz to analyze SEO data, identify trends, and make data-driven decisions * Leadership Skills: Proven ability to lead and manage a team, providing guidance and support to achieve goals. * People Management: Experience in managing team relationships and ensuring satisfaction and retention. * Project Management: Strong organizational skills and ability to manage multiple projects simultaneously using project management tools such as Zoho Projects or similar platforms. * Problem-Solving Skills: Innovative thinking and ability to develop solutions for business problems, including process improvements and strategic planning. * Adaptability: Flexibility to adapt to changing client needs and industry trends. * Detail-Oriented: High attention to detail to ensure accuracy in reporting and monitoring project performance. * Content Strategy: Understanding of content marketing strategies and ability to review content for SEO compliance. * Link Building: Expertise in creating and executing effective link-building strategies to improve website authority and rankings. * Performance Tracking: Ability to set up and monitor SEO performance metrics, including organic traffic, keyword rankings, and conversion rates. * Local SEO: Experience with local SEO strategies and tools, including Google My Business and local citation building. * Commitment to Learning: Dedication to continuous learning and professional development, staying updated with the latest SEO trends and algorithm changes. * Innovation: Be innovative in providing solutions and process improvements to continuously enhance the effectiveness of digital marketing strategies. * Preferred: Advanced SEO or digital marketing certifications (e.g., Google Analytics Individual Qualification, SEMrush Certification, HubSpot Content Marketing Certification).

About Info Edge InfoEdge's mission is to create world-class platforms that transform lives by continuously innovating. Our products and services are built keeping our customers in mind. We always delight our customers by delivering superior value through enhanced offerings on the internet and other platforms. Through our continuous investment across various businesses, especially in cutting-edge technology, machine learning and artificial intelligence (AI), we have built a robust system that constantly increases our predictive powers on customer behaviour, and optimizes and improves our systems. Our various teams tirelessly work together to solve problems, innovate, and create something to empower our customers. At Info Edge, people are our core competitive advantage and we will continue doing all that is needed to attract and retain the best available talent. About BU : Naukri.com Naukri is Indias market leader in the recruitment business. It provides all the job seekers with advisory services and caters to their different needs and offer value-added features such as resume writing, highlighting and many more. With over 67 Million resumes searches daily, Naukri.com has 5 Million job listings, 59 Thousand+ unique clients and 4.9 Million recruiters connect with the job seekers via emails. Job Objective: The objective of this role is to resolve customer queries related to the business portal, its features and services. The role will also be responsible for creating a high trust value proposition and influence the clients to leverage the product in the best possible manner. Job Description: • Interacting with corporate customers on calls / emails (handling already acquired corporate customers with post sales hand-holding and deliverables) • Assisting recruiters and HR professionals in understanding the functionalities of Naukri portal and providing resolutions to their recruitment related queries • Creating a high trust value proposition and making clients understand various service offerings and the functionalities of naukri.com website • Solving queries related to optimum usage of opted services with quality inputs and providing resolution within the defined TAT • Coordinating with other departments on a daily basis and following up with them diligently • Working on different CRMs and reporting tools ensuring productivity and quality standards being met as expected Required Skills: • Excellent verbal and written communication skills • Ability to work independently and under pressure • Comfortable with rotational shifts Perks: • Day Shift • 5 Days working

Interface directly (and indirectly) with customers to develop customer intelligence and insight by capturing, assembling, and assessing customer sentiment about the Comviva solutions & services throughout the customer s journey with Comviva. Serve as a liaison by maintaining regular and appropriate communication and cadence with customer executive teams to ensure alignment and transparency, inclusive of regular business reviews. Partner with the MU, PU, delivery, and technical support teams to ensure positive customer outcomes. Integrating and analysing disparate data sources to provide insights, recommendations, and business justifications. Gather, integrate, and analyse data from multiple sources and converting in a meaningful information. Focus on the voice of the customer by tracking and analysing data trends. Identify customer pain points, define, and monitor service standards, enable easy customer navigation across the organization and create new ways to enrich the customer experience. Escalation Management Drive and effectively setup & manage operating model for escalations, resolution, and sustenance to make sure things get done within reasonable limits. Design, orchestrate and improve customer experiences by ensuring consistency across all channels of customer interaction. Build and run the playbook for customer success programs that focus on delivering measurable business outcomes and value. Technical capabilities Would be given high preference to candidate s relevant experience in development of Comviva products (software design, development, implementation, and testing of Comviva products). Ability to communicate complex technical information in clear, easy-to-understand ways, aiding swift

As a Senior Customer Delight Executive, you will manage global customer interactions, provide resolutions via voice and email channels, and ensure top-a notch service delivery. Only Graduate Please only whatsapp your CV and name on HR 8826673317 Required Candidate profile Why Join Us? Work with a reputed global client in a professional, supportive environment. Opportunities for fast-track career growth into team lead/QA/SME roles.

Job Description: Manager, Service Delivery Manager, India Job Title Manager, Service Delivery, India Report to -Director, Service Delivery, India Department Service Delivery Unit Location Bangalore, India Purpose of the Position: In this pivotal role, critical leadership will be expected during this exciting and transformative time for the company - a unique opportunity for the right candidate. Leading the Service Delivery team, managing conflicts, and ensuring the teams processes and tasks are carried out efficiently. Honing and leading the improvement team for delivery infrastructure. Managing finances and budget. In this role, you will lead and manage the internal delivery teams to review incidents, problems, and any other operations issues impacting the client. Drive the teams to remediate problems and provide root cause analysis as needed. In this role, you will lead and supervise Service Delivery Supervisors and a number of client teams to establish and maintain a motivated and skilled service delivery workforce; oversee the daily operations to ensure client satisfaction, work quality and efficiency, current and future business needs are met; identify and lead the department, division or company level projects to realize corporate goals and strategies. Principal Responsibilities: Responsibilities Responsibility Area (E.g. Budgeting & Planning, Team Management, etc.) Description (Do in order to/to ) Percentage of Time (%) 1 Talent Inventory Manage and coach direct reports to be effective in both client management and people management. Identify, develop and retain high-potential employees by providing effective leadership, coaching, training, and performance evaluation to team members and their supervisors. Establish Delivery Processes: A key part of the role of a service delivery manager is to establish and refine delivery processes. The goal of streamlining these processes is to ensure that each client gets the same great experience from the initial stage. 2 Client Services Oversee the daily operations of each client team to ensure client satisfaction; manage email, phone or, in-person interactions with clients to maintain and enhance client relationships; execute company-wide client-related programs to ensure consistent service delivery and brand promises; Oversee on-boarding of new clients. Supervise Staff: Oversee the teams in different stages of the delivery process, even though you may not be the direct line manager. Holds all the processes and employees within these teams accountable for carrying out the required tasks and providing great customer service 3 Business Growth Proactively seeks opportunities to improve client experience and drive business growth. Support US-based business development functions effectively in acquiring new clients and developing existing clients. Ensure all department activities comply with information security policies. Manage Customer Expectations: This role involves assessing customer feedback and improving procedures accordingly to ensure that great customer service is provided at all times. You are required to evaluate a customers experience against a set of customer satisfaction goals and criteria. Conduct research, when the scores fall below the threshold 4 Problem Solving Resolve high-impact client issues or new situations by analyzing root cause, identifying key steps to form a plan, pulling resources and acquiring support from different departments and functions, executing and making necessary changes, and communicating effectively. 5 Managing Projects Stay well informed of corporate goals and strategies; identify and lead the department, division, or company-level projects. Lead assigned cross-function or company-wide activities and projects. 6 Employee Engagement and Budget Manages staffing level and targeted activities to accommodate a healthy balance of employee engagement, client satisfaction, and business development needs. Manages priorities and budgets to meet company, department, and team goals. The above responsibilities are not inclusive. Other responsibilities may be assigned to this job position depending on business needs. Contact Scope: Internal Contacts All HR & Corporate Services departments External Contacts Client contacts, all US departments Minimum Qualifications: ReSource Pro Operational Solutions Pvt Ltd. About Us: ReSource Pro brings to the insurance industry tools, technology, and strategic services that enable profitable growth through operations excellence. Education Background Major N/A Degree Bachelor Licenses/Certificates N/A Working Experience Minimum 15 years of experience, 7 years of management experience Competencies, Skills and Behaviors Manages effective performance and develops staff Build effective team relationships Communicates effectively Demonstrates functional excellence Customer-centric Headquartered in New York, ReSource Pros global service centers address client operational needs around the clock. Recognized as an industry thought leader and listed as one of Inc. 500/5000 Fastest Growing Private Companies annually since 2009. Over 8,000+ ReSource Pro employees provide dedicated support to more than 400+ insurance organizations, consistently achieving a 97% client retention rate for over a decade. We help you execute your most complex business objectives with solutions designed to boost performance, productivity, and profitability. ReSource Pro Global Achievements: ISG Provider Lens - Insurance BPO Services and Platform Solutions 2020 ReSource Pro is placed as High in Product Challenger EVEREST PEAK Matrix - P&C Insurance BPS Peak Matrix Assessment 2021 ReSource Pro is identified as having a strong Market Impact in the list of Major Contenders Shift Timings: Regular Shift - 7:00 AM to 4:00 PM | 7:30 AM to 4:30 PM | 8:00 AM to 5:00 PM | 8:30 AM to 5:30 PM Real-Time Shift - 6:30 PM to 3:30 AM | 7:30 PM to 4:30 AM | 8:30 PM to 5:30 AM | 9:30 PM to 6:30 AM Location: 2nd, 3rd & 7th Floor, Hub 4, Karle Town Center (SEZ), Kempapura Main Road, Nagavara, Bengaluru - 560045, India Email ID - varshitha_devaraj@resourcepro.in

Walkin Drive for Team Lead Operations - International Voice Process at Cotiviti Hyderabad!! Walkin Date 21st June 2025, Saturday Walkin Timing 10:00AM TO 02:00 PM Venue : COTIVITI INDIA PVT LTD. Plot No 1, 10th floor, Galaxy, Hyderabad Knowledge City, Hitech City Rd, opp. IKEA , Hyderabad, Telangana 500081 Team Lead Operations: Education Any graduate. Should have experience into auditing, claims, billing, reimbursement, data analysis is desired. Must have minimum 2-3 years of team management experience. International BPO experience mandatory. Candidates with US healthcare experience will be preferred. Good communication skills. Good team player with strong interpersonal skills & high integrity. Flexible to work in rotational shifts including night shift. INTERESTED CANDIDATES CAN DIRECTLY WALKIN FOR INTERVIEW ON MENTIONED DATE & VENUE. Regards, Jitendra 7350534498

Walkin Drive for Team Lead Operations - International Voice Process at Cotiviti Hyderabad!! Walkin Date 21st June 2025, Saturday Walkin Timing 10:00AM TO 02:00 PM Venue : COTIVITI INDIA PVT LTD. Plot No 1, 10th floor, Galaxy, Hyderabad Knowledge City, Hitech City Rd, opp. IKEA Restaurant, Hyderabad, Telangana 500081 Team Lead Operations: Education Any graduate. Should have experience into auditing, claims, billing, reimbursement, data analysis is desired. Must have minimum 2-3 years of team management experience. International BPO experience mandatory. Candidates with US healthcare experience will be preferred. Good communication skills. Good team player with strong interpersonal skills & high integrity. Flexible to work in rotational shifts including night shift. INTERESTED CANDIDATES CAN DIRECTLY WALKIN FOR INTERVIEW ON MENTIONED DATE & VENUE. Regards, Jitendra 7350534498

Experience Candidates with 7-12 years of experience in Customer Support, preferably in software or SaaS products, with at least 3-5 years of leadership experience. Location Coimbatore (Remote/Hybrid option available) Job Summary The Customer Support Lead/Manager will be responsible for overseeing the customer support function for our CAFM/IWMS software product. This role involves managing a team of support engineers, ensuring customer satisfaction, resolving technical issues, and maintaining high standards of service. In addition, the Customer Support Lead/Manager will handle the Client Demo Life Cycle , ensuring smooth and impactful demonstrations of the product to potential clients. The ideal candidate will have strong technical skills, excellent leadership capabilities, and a customer-first mindset. Key Responsibilities Customer Support Strategy Develop and implement customer support strategies to enhance service quality and customer satisfaction. Establish metrics and KPIs for measuring team performance and service efficiency. Drive continuous improvement in processes and workflows to optimize customer support. Team Management Lead, mentor, and manage a team of support engineers to deliver world-class customer support. Monitor team performance, provide regular feedback, and ensure adherence to SLAs and customer satisfaction targets. Facilitate training and development programs for the team to enhance product knowledge and soft skills. Customer Issue Resolution Ensure timely resolution of customer queries, issues, and escalations via phone, email, or ticketing system. Act as a point of escalation for complex or high-priority cases. Collaborate with other departments (e.g., Product Development, Sales, and Quality Assurance) to solve technical issues and improve product functionality. Customer Relationship Management Build and maintain strong relationships with key customers. Regularly gather feedback and insights from customers to identify trends, challenges, and areas of improvement. Ensure proactive communication with customers about new features, updates, or known issues. Technical Expertise Develop a deep understanding of the CAFM/IWMS software to troubleshoot and resolve complex issues. Work with the product development team to replicate and diagnose software bugs. Provide input for product improvements based on customer feedback. Reporting & Analytics Prepare regular reports on customer support performance, including response times, resolution rates, and customer satisfaction levels. Analyze customer support data to identify trends and root causes of recurring issues. Collaboration Liaise with the product and development teams to ensure alignment between customer feedback and product updates. Support the sales and marketing teams in customer retention efforts by providing insights on customer experiences. Client Demo Life Cycle Own and manage the end-to-end Client Demo Life Cycle , ensuring effective demonstrations of the eFACiLiTY software to potential clients. Collaborate with the sales and product teams to understand client needs and customize demos accordingly. Collect feedback from demos to refine product presentations and improve the demo process. Track demo success rates and client engagement post-demo to evaluate effectiveness. Required Skills and Qualifications Bachelors degree in Computer Science, IT, or related field. 7-12 years of experience in customer support, with at least 3-5 years in a leadership role. Experience supporting enterprise software solutions, preferably CAFM/IWMS or similar software products. Strong technical background with the ability to troubleshoot software and network issues. Excellent leadership, communication, and interpersonal skills. Ability to manage and motivate a team in a fast-paced environment. Strong problem-solving skills with a focus on delivering solutions. Experience working with CRM/ticketing systems and support analytics tools. Ability to handle pressure and manage critical issues with a calm demeanor. Preferred Qualifications Prior experience in supporting CAFM/IWMS or facility management software solutions. Knowledge of ITIL practices or relevant certification. Experience in handling customers from various geographies and industries. Experience in conducting product demos or handling the client demo process. Benefits Competitive salary and performance-based incentives. Opportunity to work in a dynamic and growing industry. Flexible work environment (Remote/Hybrid options available). Professional development opportunities and training.

1. Technical Support: Provide timely and effective technical, Troubleshoot and resolve technical issues related to the product . Install and implement new programs, upgrade OS and hardware, take data backup and conduct recovery process 2. Problem Solving: Analyze customer problems, diagnose root causes, and implement solutions to resolve issues promptly. 3. Customer Communication: keep customer proactively informed , maintain a professional and courteous demeanor . 4. Product Knowledge: Develop a deep understanding of the product or service offerings to provide accurate and relevant support. Stay updated on product changes, updates, and new features. 5. Escalation Management: Escalate complex technical issues to the appropriate teams within the organization for further investigation and resolution. Follow up with customers to ensure that escalated issues are resolved satisfactorily. 6. Feedback Collection: Gather feedback from customers regarding their experiences with the service provided. 7. Collaboration: Collaborate with cross-functional teams including logistics and ensure defective /unused goods parts are returned immediately after the call. 8. Should be able to check environmental parameters such as earthling for the proper functioning of product. . Qualifications Diploma/Degree Knowledge Technical Skills knowledge of desktop operating systems like MS windows , product problem symptoms and associated root cause . Proficiency in hardware installation, troubleshooting, and maintenance. Familiarity with networking concepts, protocols, and troubleshooting. Experience with software installation, configuration, and support. Knowledge of antivirus software, firewalls, and security best practices.

1. Technical Support: Provide timely and effective technical, Troubleshoot and resolve technical issues related to the product . Install and implement new programs, upgrade OS and hardware, take data backup and conduct recovery process 2. Problem Solving: Analyze customer problems, diagnose root causes, and implement solutions to resolve issues promptly. 3. Customer Communication: keep customer proactively informed , maintain a professional and courteous demeanor . 4. Product Knowledge: Develop a deep understanding of the product or service offerings to provide accurate and relevant support. Stay updated on product changes, updates, and new features. 5. Escalation Management: Escalate complex technical issues to the appropriate teams within the organization for further investigation and resolution. Follow up with customers to ensure that escalated issues are resolved satisfactorily. 6. Feedback Collection: Gather feedback from customers regarding their experiences with the service provided. 7. Collaboration: Collaborate with cross-functional teams including logistics and ensure defective /unused goods parts are returned immediately after the call. 8. Should be able to check environmental parameters such as earthling for the proper functioning of product. . Qualifications Diploma/Degree Knowledge Technical Skills knowledge of desktop operating systems like MS windows , product problem symptoms and associated root cause . Proficiency in hardware installation, troubleshooting, and maintenance. Familiarity with networking concepts, protocols, and troubleshooting. Experience with software installation, configuration, and support. Knowledge of antivirus software, firewalls, and security best practices.

1. Technical Support: Provide timely and effective technical, Troubleshoot and resolve technical issues related to the product . Install and implement new programs, upgrade OS and hardware, take data backup and conduct recovery process 2. Problem Solving: Analyze customer problems, diagnose root causes, and implement solutions to resolve issues promptly. 3. Customer Communication: keep customer proactively informed , maintain a professional and courteous demeanor . 4. Product Knowledge: Develop a deep understanding of the product or service offerings to provide accurate and relevant support. Stay updated on product changes, updates, and new features. 5. Escalation Management: Escalate complex technical issues to the appropriate teams within the organization for further investigation and resolution. Follow up with customers to ensure that escalated issues are resolved satisfactorily. 6. Feedback Collection: Gather feedback from customers regarding their experiences with the service provided. 7. Collaboration: Collaborate with cross-functional teams including logistics and ensure defective /unused goods parts are returned immediately after the call. 8. Should be able to check environmental parameters such as earthling for the proper functioning of product. . Qualifications Diploma/Degree Knowledge Technical Skills knowledge of desktop operating systems like MS windows , product problem symptoms and associated root cause . Proficiency in hardware installation, troubleshooting, and maintenance. Familiarity with networking concepts, protocols, and troubleshooting. Experience with software installation, configuration, and support. Knowledge of antivirus software, firewalls, and security best practices.

1. Technical Support: Provide timely and effective technical, Troubleshoot and resolve technical issues related to the product . Install and implement new programs, upgrade OS and hardware, take data backup and conduct recovery process 2. Problem Solving: Analyze customer problems, diagnose root causes, and implement solutions to resolve issues promptly. 3. Customer Communication: keep customer proactively informed , maintain a professional and courteous demeanor . 4. Product Knowledge: Develop a deep understanding of the product or service offerings to provide accurate and relevant support. Stay updated on product changes, updates, and new features. 5. Escalation Management: Escalate complex technical issues to the appropriate teams within the organization for further investigation and resolution. Follow up with customers to ensure that escalated issues are resolved satisfactorily. 6. Feedback Collection: Gather feedback from customers regarding their experiences with the service provided. 7. Collaboration: Collaborate with cross-functional teams including logistics and ensure defective /unused goods parts are returned immediately after the call. 8. Should be able to check environmental parameters such as earthling for the proper functioning of product. . Qualifications Diploma/Degree Knowledge Technical Skills knowledge of desktop operating systems like MS windows , product problem symptoms and associated root cause . Proficiency in hardware installation, troubleshooting, and maintenance. Familiarity with networking concepts, protocols, and troubleshooting. Experience with software installation, configuration, and support. Knowledge of antivirus software, firewalls, and security best practices.

We are seeking an experienced professional to lead and manage real-time and batch payment processing systems, including RTGS, NEFT, IMPS, NACH, and SFMS. The ideal candidate will be responsible for overseeing operations, ensuring compliance, managing technology integrations, and enhancing payment efficiency Required education Bachelor's Degree Preferred education Master's Degree Required technical and professional expertise Payment System Management Oversee the end-to-end processing of RTGS, NEFT, IMPS, NACH, and SFMS transactions. Ensure smooth functioning of payment systems, handling escalations, and troubleshooting technical issues. Work closely with banks, NPCI, RBI, and other regulatory bodies for updates and compliance requirements. Ensure adherence to RBI guidelines, NPCI regulations, and cybersecurity protocols. Conduct periodic audits and risk assess Preferred technical and professional experience None

Managing all high profile clients fortheir queries and complains Coordinating with internal teams fortimely resolution of all queries Analyzing all queries for their TATs andresolutions Handling complains of RelationshipManagers and clients as well received via e-mails and calls Arranging Con calls meetings withinternal /external stakeholders to discuss issues and to smooth internalprocess coordination Any name changes in authorized person,policy no policy name along with contact numbers are performed in Group Asia IRDAI / Escalation Management / MIS Essential criteria Strong Communication / Email skills Customer service background Insurance Background preferred Should be a graduate / Western Linecandidates preferred

Role & responsibilities 1. Service Delivery Oversight Ensure delivery of IT services in accordance with agreed SLAs and KPIs. Manage the performance of services to clients (internal or external) to ensure high standards. Coordinate with technical teams to ensure timely resolution of incidents, requests, and problems. 2. Client Relationship Management Act as the main point of contact for key client stakeholders regarding IT service delivery. Regularly conduct service reviews and meetings with clients to discuss performance and improvement opportunities. Manage client expectations and ensure customer satisfaction. 3. Incident, Problem & Change Management Oversee the incident lifecycle to ensure timely resolution. Coordinate with support teams during major incidents and escalate as required. Ensure proper handling of change management with minimal disruption to business operations. 4. Continuous Service Improvement Identify areas of improvement in service delivery and drive initiatives for efficiency and performance enhancement. Implement feedback mechanisms and conduct root cause analyses on service issues. Drive automation and standardization of processes where applicable. 5. Governance and Compliance Ensure adherence to ITIL framework and company policies. Monitor compliance with information security, data protection, and regulatory standards. Maintain documentation of service procedures and standards. 6. Team Leadership & Coordination Lead a team of service desk agents, support engineers, and technical staff. Provide guidance, coaching, and performance feedback to ensure team effectiveness. Coordinate with other IT units (infrastructure, development, security) for integrated service delivery. 7. Reporting & Communication Prepare and deliver regular reports on service performance, incidents, and capacity planning. Maintain clear communication between technical teams, business units, and external partners. 8. Resource Management Ensure optimal utilization of resources and cost-effective service management Preferred Candidate Profile IT Service Delivery Manager: Bachelor's degree in IT, Computer Science, or related field 5+ years in IT service delivery or IT operations ITIL Foundation or higher certification (preferred) Experience in managing support teams and client accounts Background in Managed Services or enterprise IT environments Proven track record of meeting SLAs and driving service improvement Strong interpersonal and leadership skills Ability to work under pressure and manage multiple priorities Excellent written and verbal communication skills

Hi, Naukri.com is hiring for Customer Support for Noida location. As discussed, please find the mentioned JD for the said role About Info Edge InfoEdges mission is to create world-class platforms that transform lives by continuously innovating. Our products and services are built keeping our customers in mind. We always delight our customers by delivering superior value through enhanced offerings on the internet and other platforms. Through our continuous investment across various businesses, especially in cutting-edge technology, machine learning and artificial intelligence (AI), we have built a robust system that constantly increases our predictive powers on customer behaviour, and optimizes and improves our systems. Our various teams tirelessly work together to solve problems, innovate, and create something to empower our customers. At Info Edge, people are our core competitive advantage and we will continue doing all that is needed to attract and retain the best available talent. About BU: Naukri.com Naukri is Indias market leader in the recruitment business. It provides all the job seekers with advisory services and caters to their different needs and offer value-added features such as resume writing, highlighting and many more. With over 67 Million resumes searches daily, Naukri.com has 5 Million job listings, 59 Thousand+ unique clients and 4.9 Million recruiters connect with the job seekers via emails. Job Objective: The objective of this role is to resolve customer queries related to the business portal, its features and services. The role will also be responsible for creating a high trust value proposition and influence the clients to leverage the product in the best possible manner. Job Description: Interacting with corporate customers on calls / emails (handling already acquired corporate customers with post sales hand-holding and deliverables) Assisting recruiters and HR professionals in understanding the functionalities of Naukri portal and providing resolutions to their recruitment related queries Creating a high trust value proposition and making clients understand various service offerings and the functionalities of naukri.com website Solving queries related to optimum usage of opted services with quality inputs and providing resolution within the defined TAT Coordinating with other departments on a daily basis and following up with them diligently Working on different CRMs and reporting tools ensuring productivity and quality standards being met as expected Required Skills: Excellent verbal and written communication skills Ability to work independently and under pressure Comfortable with rotational shifts Perks: Day Shift 5 Days working

Capgemini is seeking a director level executive to primarily deliver the Transition Lead role. Primary Skills The ideal candidate will have 20+ years of experience in Business Process Transitions, with a proven track record of project management excellence and demonstrated contributions to P&L growth through sales and project execution. A bachelor’s degree is required, with an MBA strongly preferred. Key Responsibilities: Portfolio LeadershipLead and manage a diverse portfolio of transition programs, including but not limited to: Transformation-led transitions Lift-and-shift transitions Incumbent vendor transitions Staff augmentation initiatives Build-Transfer-Operate (BTO) models Transition as a Service (TaaS) All transitions will be executed within a structured project management framework. Collaborate with Transformation teams to develop implementation plans and timelines for initiatives arising from Global design alignment and Impact Assessment workshops, ensuring Day 1 transformation initiatives are executed seamlessly. Program GovernanceEstablish and maintain robust program governance structures at strategic, operational, and tactical levels, ensuring compliance with methodologies and tollgates. Transition ExcellenceDeliver high-quality transition programs within defined parameters of time, cost, and quality, while proactively managing risks and resolving issues. Knowledge Transfer & Ramp-upDemonstrate a solid understanding of business processes within scope and expertise in Knowledge Transfer (KT) and ramp-up methodologies. Status Reporting & Escalation ManagementProvide comprehensive transition status reporting and manage escalations to ensure seamless execution and stakeholder alignment. Multi-Country and Multi-Tower RolloutsManage complex, large-scale transitions across multiple countries and business towers, involving significant scope, FTEs, and parallel transformation opportunities. Secondary Skills Program & Project Management ExpertiseDemonstrated ability to lead complex programs and projects with industry specialization in at least one domain. Transition & Transformation LeadershipIndependent Proven experience managing large-scale transitions, including those involving transformation and standardization, with 200+ FTEs or more. Business Process ExpertiseStrong understanding of business process solutions with extensive experience in transition design and execution. Leadership & Talent DevelopmentExceptional leadership skills with the ability to mentor, develop, and lead high-performing teams. Risk Management & Problem-SolvingProficient in proactive risk management and issue resolution, ensuring successful project outcomes.

Addressing all non-catalogue transactions if greater than pre-agreed thresholds Working with Strategic Sourcing Teams in the development of category specific sourcing strategies and give input to sourcing plans Strong IT and Marketing Category knowledge supporting North America based suppliers and contracts. Managing sourcing suppliers and related stakeholders Driving change management through education and compliance improvement activities Manage exceptions to established category strategy Execute competitive bid events Communicate and negotiate with clients and suppliers through all levels of organisation Interface with strategic sourcing team to implement strategic contracts at the tactical level. Ability to generate savings while working on sourcing projects. Support client specific category strategy – redirect tactical spend through strategic contracts/channels as appropriate Perform periodic analysis within managed commodity scope to identify savings, define efficiency opportunities and tactical initiatives that should be undertaken Promote process efficiencies through focus on automated channels where applicable Identify appropriate potential suppliers to fit clients business objectives Negotiate and contract with exception suppliers driving additional savings and value Communicate supplier recommendations to clients based on objective criteria and fit for client business Escalation Management and ability to resolve any issues between clients; stakeholders, procurement teams along with suppliers. Identify any exception opportunities to the Category Managers and make recommendations on strategic approaches that might be taken Optimise supply base opportunities across managed commodities Positive Attitude, Planning, Curiosity, Self-discipline, Ability to work in North America time zone (7.30 PM to 4.30 AM IST) Required education Bachelor's Degree Preferred education Bachelor's Degree Required technical and professional expertise Minimum 5-8 years of experience in Procurement domain Experience in performing duties as Buyer for Sourcing based Organizations procuring goods, service. Closely working with stake holders to gather their sourcing needs Interface with strategic sourcing team to implement strategic contracts at the tactical level Negotiation skills Contracting knowledge is a must have Comprehensive commercial procurement and client facing or consulting experience Sourcing Category Skills across multiple areas and excellent client facing skills Ability to manage buying projects Proficient in Microsoft Office Suite Good interpersonal skills and ability to work well within the team, client teams, stakeholders and suppliers. Must be a self-starter, good team player and an effective problem-solver, ambitious; able to work independently It is preferred if the resource has working experience in a North America based client facing environment. Also have strong tactical buying and negotiation skills Contracting knowledge is a must have Preferred technical and professional experience Proven Analytical and communication capabilities with strong ownership and accountability