1886 Sla Management Jobs - Page 7

Role & responsibilities Lead a team of 15-20 analysts, drive SLA/KPI adherence, and support delivery excellence • Serve as client-facing SPOC and manage updates, requests, and escalations • Monitor performance, conduct regular coaching, and implement feedback mechanisms • Ensure compliance, risk management, and process improvement initiatives • Maintain real-time communication with clients, internal teams, and stakeholders . Preferred candidate profile People management and delivery ownership • Client and stakeholder communication • SLA/KPI tracking and escalation handling • MS Excel & PowerPoint proficiency • Coaching and performance monitoring 2-4 years of experience in people management or leadership roles within the BPO industry.(on paper) NOTE - Candidate should be comfortable in Night shift , One way Cab service will be provided.

Sales Manager - Home Connect Position Summary: We are seeking a dynamic and results-driven Sales Manager to lead our B2E sales initiatives, focusing on onboarding large corporate houses , banking institutions , government sectors , and major industries. The successful candidate will be responsible for developing strategic partnerships and driving revenue growth through enterprise-level client acquisition and relationship management . Key Responsibilities Business Development & Client Acquisition Identify, target, and onboard large corporate houses, banking institutions, government organizations, and major industries Develop and execute strategic sales plans to achieve revenue targets and market penetration goals Build and maintain a robust pipeline of enterprise prospects across target sectors Conduct market research to identify new business opportunities and competitive landscape analysis Partnership Development Establish and nurture long-term strategic partnerships with key enterprise clients Negotiate and finalize tie-up agreements, contracts, and service level agreements Collaborate with internal teams to customize Home Connect solutions for enterprise clients Develop value propositions tailored to specific industry needs and requirements Relationship Management Serve as primary point of contact for key enterprise accounts Ensure client satisfaction through proactive account management and issue resolution Organize and conduct client presentations, product demonstrations, and proposal presentations Sales Strategy & Execution Develop sector-specific sales strategies for corporate, banking, government, and industrial segments Create and maintain detailed account plans for target prospects and existing clients Collaborate with marketing team to develop industry-specific collateral and campaigns Participate in industry events, trade shows, and networking opportunities Performance Management Achieve and exceed assigned sales targets and KPIs Maintain accurate sales forecasts and regular reporting to senior management Track and analyze sales metrics, conversion rates, and market trends Provide regular updates on pipeline status and revenue projections Required Qualifications: Education Bachelor's degree in Business Administration, Sales, Marketing, or related field MBA preferred but not mandatory Experience Minimum 4-5 years of B2B/B2C sales experience, preferably in enterprise or corporate solutions Proven track record of selling to large corporations, banking sector, or government organizations Experience in managing complex sales cycles and multi-stakeholder decision processes Previous experience in service industry, facilities management, or employee benefits preferred

Hiring for "TEAM LEADER" for an MNC. Salary : 7 LPA to 8 LPA 5 Days Working Shift : Any shift IMMEDIATE JOINERS are preferred. Exp candidates from any voice/non-voice process can apply except E-Mail & Chat. Preferred from P&C/Insurance/Claims etc. Required Candidate profile Candidates must have excellent analytical & interpersonal skills. Must have at least 2 yrs of exp as TL on Paper from reputed MNC/BPO. Domestic Ops TL won't be considered. Call : 9335-906-101

Role & responsibilities 1 Operates a variety of client systems and performs complex tasks and activities without supervision following information security policies, procedures and guidelines. Meets and exceeds client performance standards. 2 Interacts with co-workers and supervisors to audit and troubleshoot to meet client needs in a timely manner. Takes initiative to find solutions and works effectively as a member of the team. 3 Develops and implements procedures to meet quality, quantity, and timeliness standards. 4 Composes clear, polite, and well-organized emails to communicate with clients. Anticipates client needs proactively and takes initiative. 5 Coaches less-experienced staff in learning procedures and insurance knowledge. 6 Analyzes the root cause of processing problems and keeps team and supervisor, and client informed of issues and solutions. Preferred candidate profile Industries (Only): International Insurance, US Mortgage, International Banking operations. Experience : 6+ years at least and 1+ years as a team lead, Lead, Specialist, SME, Senior Analyst Education Background : Bachelor Degree (Major) Skills : Auditing, Training, Quality check, SOP creation, Process Transition, Escalation management, Performance management, Attrition , and Shrinkage. Competencies and Behaviors * Train others * Builds team relationships * Communicates effectively * Demonstrates functional excellence * Customer centric

Role & responsibilities As the Division Vice President of Operations, you will assume a critical role in the leadership team, shaping and executing our operational strategies with unwavering dedication to efficiency, quality, and client satisfaction. This senior-level position demands a seasoned professional with a proven track record of orchestrating operational excellence within the dynamic landscape of the BPO industry. Your responsibilities encompass a wide spectrum, including developing and implementing operational strategies aligned with our overarching business objectives. You will act as the architect of our operational performance, overseeing various units to ensure we consistently meet or surpass key performance indicators (KPIs) and service level agreements (SLAs). Your commitment to quality assurance will be instrumental in upholding the highest standards of service delivery while instilling a culture of perpetual improvement and excellence. Key Responsibilities: Operational Strategy: Develop, communicate, and execute the company's operational strategy, aligning it with overall business objectives. Continuously assess and adapt the strategy to meet evolving industry dynamics. Performance Management: Oversee the performance of various operational units, ensuring that key performance indicators (KPIs) and service level agreements (SLAs) are met or exceeded consistently. Quality Assurance: Implement and maintain robust quality assurance processes to uphold the highest standards of service delivery. Drive a culture of continuous improvement and quality excellence. Client Engagement: Foster strong relationships with clients, serving as a trusted partner in understanding their unique needs and ensuring our services align with their objectives. Team Leadership: Lead and inspire a diverse team of operational professionals, promoting collaboration, growth, and accountability. Provide mentorship and professional development opportunities. Process Optimization: Identify opportunities for process optimization, automation, and efficiency enhancements. Implement best practices and technology solutions to streamline operations. Budget Management: Manage the operational budget effectively, optimizing resource allocation and cost control to achieve operational excellence while maintaining profitability. Risk Management: Identify operational risks and develop mitigation strategies. Ensure compliance with industry regulations and client-specific requirements. Qualifications: 7+ years in a Senior Leadership role into large businesses, out of which atleast 4 years of managing multiple sites within BPO Industry in India. Proven track record of driving operational efficiency, quality, and client satisfaction. Strong understanding of BPO operations, industry trends, and emerging technologies. Exceptional leadership, communication, and interpersonal skills. Demonstrated ability to build and lead high-performing teams. Strategic thinker with the ability to translate strategies into actionable plans. Strong analytical and problem-solving skills. Bachelor's degree in Business, Operations Management, or a related field. MBA or advanced degree is preferred. Work Location / Travel: The position is based out of India Domestic travel 40% and International travel 10% Interested candidates can apply to kinnera259@gmail.com Regards, HR manager

You are an experienced Application Support professional with 2-5 years of expertise in supporting API-based services and microservices. Your role will involve providing L1 support, ensuring adherence to SLAs, and troubleshooting issues to guarantee the smooth functionality of applications. You will be based in Kolkata and the position is a full-time employment opportunity. Your responsibilities will include providing L1 support for API-based applications and microservices, monitoring APIs and services using tools like ELK and Dynatrace, troubleshooting issues related to API functionality, failures, and integration, performing root cause analysis, and providing timely resolution/updates to incidents within SLA. You will collaborate with development teams to resolve issues, validate fixes, maintain documentation on known issues, support deployment activities, and ensure that API uptime and performance SLAs are met. Your role will require strong functional and technical skills, the ability to quickly learn and adapt, understanding of ticket management and SLAs, as well as excellent verbal and written communication skills. You are expected to bring in-depth knowledge of APIs, API-based services, and microservices architecture, hands-on experience with L1 application support, including incident management and issue resolution, the ability to work with monitoring tools for timely detection and resolution of service disruptions, a strong understanding of SLA management, and good troubleshooting skills under pressure to meet deadlines. As part of the benefits package, you will receive a competitive salary, talent development culture with quarterly promotion cycles, company-sponsored higher education and certifications, the opportunity to work with cutting-edge technologies, employee engagement initiatives, annual health check-ups, and insurance coverage for self, spouse, two children, and parents. Persistent Ltd. is dedicated to fostering diversity and inclusion in the workplace. They invite applications from all qualified individuals, including those with disabilities and regardless of gender or gender preference. Hybrid work options, flexible working hours, and accessible facilities are available to support employees with diverse needs and preferences. The company offers a values-driven and people-centric work environment that focuses on professional and personal growth, positive impact through technology, collaborative innovation, diversity, and work-life well-being. Persistent is an Equal Opportunity Employer that prohibits discrimination and harassment of any kind. Join Persistent to unleash your full potential and thrive in an inclusive and supportive work environment.,

Job Description: Hitachi Solutions is a global Microsoft solutions integrator passionate about developing and delivering industry-focused solutions that support clients in achieving their business transformation goals. With a strategic relationship with Microsoft, we have a team of over 3,000 members across 14 countries dedicated to delivering excellence through expert services and industry-focused cloud solutions. We are currently looking for a Functional Lead specializing in Inventory Management, Stock Maintenance, and Field Services for a .NET-based project implementation. In this role, you will be responsible for designing and delivering tailored solutions for electronics service centers to ensure streamlined processes, efficient resource management, and superior service delivery. The ideal candidate will have a minimum of 10 years of experience in inventory and field service management, with hands-on expertise in functional design and implementation for technology-driven projects. Key Responsibilities: Functional Leadership: - Act as the subject matter expert for inventory management, stock maintenance, and field service operations. - Lead the design and implementation of .NET-based solutions tailored for electronics service centers. - Ensure system functionalities align with business goals and comply with industry standards. Requirement Gathering and Stakeholder Collaboration: - Collaborate with business leaders, service center managers, and IT teams to gather detailed requirements. - Analyze existing workflows to identify gaps and areas for improvement in inventory, stock maintenance, and field services. - Translate business requirements into functional specifications for the development team. Solution Design and Implementation: - Develop and optimize workflows for inventory control, parts tracking, repair orders, and field service management. - Integrate inventory systems with field service operations for seamless parts and resource allocation. - Oversee the implementation of serialized stock tracking and warranty management solutions. Process Optimization: - Identify inefficiencies in inventory, stock replenishment, and field service logistics. - Implement best practices to reduce downtime, improve part availability, and enhance service quality. - Establish KPIs and reporting mechanisms to monitor performance and drive continuous improvement. System Integration and Testing: - Collaborate with development and QA teams to integrate inventory and field service systems within the .NET framework. - Lead functional testing, system integration testing, and user acceptance testing to validate solutions. - Address and resolve issues identified during testing phases. Team Leadership and Training: - Lead cross-functional teams, providing guidance on functional processes and system requirements. - Develop training materials and conduct workshops for end-users and stakeholders. - Foster collaboration between service center teams, inventory managers, and field service personnel. Post-Implementation Support: - Provide ongoing support for inventory and field service systems, addressing user concerns and system enhancements. - Monitor system performance and recommend upgrades or optimizations as needed. Qualifications and Skills: - Bachelor's degree in Supply Chain Management, Information Systems, Electronics Engineering, or a related field. - Minimum of 10 years of experience in inventory management, stock maintenance, and field service operations, preferably for electronics service centers. - Expertise in .NET project implementations, functional design, and system integration. - Strong knowledge of inventory control principles, serialized stock tracking, and part lifecycle management. - Familiarity with field service workflows, resource scheduling, and SLA management. - Excellent problem-solving and analytical skills with attention to detail. - Strong leadership and communication skills, with experience in managing cross-functional teams. - Proficiency in databases (e.g., SQL Server) and understanding of API integrations for inventory and field service systems.,

Wipro Limited is a leading technology services and consulting company committed to developing innovative solutions to meet the complex digital transformation needs of its clients. With a strong focus on consulting, design, engineering, and operations, Wipro helps clients achieve their ambitious goals and build sustainable businesses. Operating in 65 countries with over 230,000 employees and business partners, Wipro is dedicated to supporting customers, colleagues, and communities in an ever-evolving world. For more information, please visit www.wipro.com. The role entails being the primary point of contact for B2B users contacting the Wipro Service Desk to troubleshoot end user issues in alignment with Wipro's Service Desk objectives. Responsibilities include: - Providing primary user support and customer service. - Responding to queries from calls, portal, emails, and chats from clients. - Familiarizing oneself with each client and their applications/processes. - Learning the fundamental operations of commonly-used software, hardware, and equipment. - Following standard service desk operating procedures by accurately logging all service desk tickets using defined tracking software. - Ensuring the maintenance of the scorecard as per Statement of Work (SoW) with respect to Turnaround Time (TAT), Service Level Agreement (SLA), and hits. - Managing all queries and escalating if not resolved according to defined helpdesk policies and framework. - Maintaining regular Management Information System (MIS) and resolution log on raised queries. - Recording events, problems, and their resolutions in logs. - Following up and updating customer status and information. - Passing on any feedback, suggestions, or escalations by customers to the appropriate internal team. - Identifying and suggesting improvements on processes and procedures. Performance Parameters: 1. Service Desk Delivery: - Adherence to TAT, SLA as per SoW - Minimal Escalation - Customer Experience 2. Personal: - Attendance - Documentation, etc. Join Wipro, a company that is reinventing itself and the digital world. Be part of our journey in transforming businesses with bold ambitions. We seek individuals who are inspired by reinvention, willing to evolve constantly, and contribute to the growth of our business and industry. At Wipro, you have the opportunity to shape your own reinvention. Come to Wipro and realize your ambitions. We welcome applications from people with disabilities.,

As a Compliance Manager at Tata Communications, you will play a crucial role in ensuring the adherence to regulatory standards and best practices for network compliance. Your responsibilities will include managing Service Level Agreements (SLAs) for Key Performance Indicators (KPIs) along with providing daily reporting. You will conduct regular audits and assessments to identify any non-compliance, risks, or vulnerabilities within the network infrastructure. Additionally, your role will involve the development and maintenance of network compliance documentation, reports, and dashboards. Collaboration with network engineers and security teams will be essential in designing and implementing compliance controls. You will be responsible for managing remediation efforts in case of compliance violations or audit findings and staying updated on regulatory changes to assess their impact on the network infrastructure. Your role will also require you to support both external and internal audits by providing documentation, evidence, and subject matter expertise. Furthermore, you will be involved in training and raising awareness among network teams about compliance best practices and requirements. To qualify for this position, you should hold a Bachelor's degree in Information Technology, Computer Science, Cybersecurity, or a related field. A minimum of 2-4 years of experience in network compliance, network security, or IT audit is required. A solid understanding of networking fundamentals including TCP/IP, LAN/WAN, Firewalls, and VPNs is necessary. Experience with risk assessment and mitigation in IT/network environments, as well as proficiency in using compliance and audit tools for tracking and reporting, will be beneficial. Strong analytical, documentation, and communication skills are essential for success in this role.,

Leading BPO in Mumbai Hiring For Team Leader/Assistant Manager International Upselling Process CTC UPTO 8LPA Require min 1 Year as Team Leader Experience in International BPO Experience in any International Sales is Mandatory Strong in Operations Matrices like Attrition, Shrinkage, CSAT Shifts 24*7 Call 8467054123 or mail CV at simmi@hiresquad.in The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability Description Essential Functions/Core Responsibilities • Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements • Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly • Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment • Ensure service delivered to our customers meets contractual Key Performance Indicator (KPIs) and financial expectations • Communicate expectations to employees and provide timely updates • Provide subject matter expertise in handling escalated customer calls as needed • Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities • Stay current on internal work processes, policies and procedures. Attend required manager development training Preferred candidate profile Must be Working as Team Leader in International BPO Must have Good Communication Skills Experience in Voice Process Perks and benefits Good Incentives Interested candidates can call at 8467054123 or mail their cv at simmi@hiresquad.in

We are hiring Team Leader Operations for one of our Client based out of Noida. Below mentioned is the JD. Candidate should be from International Backend Process not email or chat. Preffered Candidates from Property and Casulty, Define Benefits, US Insurance. Candidate with exprience in International Backend and should have Minimum 2 yrs experience as Team Leader on papers with handling a team of 10 to 15. You will be responsible for Manage the day-to-day Planning, operation and problem-solving of a team of 15-20 resources Develop team to ensure delivery of consistently superior quality Ability to independently handle transitioning of new procedures. Drive the team to be client/customer-focused, owns training and development to team. Take ownership on delivering service level components, quality and targets and drive and motivates the team to achieve management goals. Effectively track and analyze the performance of individual team members and provide effective coaching and feedback Compiling all External and Internal reports Act as the communication conduit between team and management. Effectively implement HR and Operations policies, manage floor and drive people to adhere to schedule Problem Resolution, as well as to make recommendations on process development based on analysis and customer and team feedback. Performance feedback session to be provided to agents. Primary focus on CPM/SLA. One to one relation building. Analyze various reports including process dashboards & team performance reports. Motivating associates through effective management, career development & implementation of reporting mechanism. Timely Submission of Operations Review Manage attendance and attendance incentive for the team. Attain SLA through effective management of the daily operations of the team. Conduct audits & share feedback with team members Will be responsible for managing the portfolio of clients. Requirements Graduation is a must. Should be willing to work in 24*7 working environment. Excellent verbal / written communication skills Good with Analytical skills / MS Excel / presentation skills

Hiring for CMM 5 Level Org!!Track and analyze support calls and information requests to identify areas of need and create strategies to enhance end-user capacity and end-user reliance on support personnel.should have ticketing and dashboard exp. Required Candidate profile Designation: Help Desk Executive Location: Andheri Experience:1+ Year Contact: snehapawar@peshr.com/7021769496 Qualification: Graduate Perks and benefits Get a chance to work in good work culture

The company is looking for an experienced Performance Tester to join their team. As a Performance Tester, you will be responsible for performance testing, workload modeling, and ensuring the application meets the defined SLAs. You will need to have strong hands-on experience in performance testing on web, mobile, and APIs. Additionally, you should possess advanced knowledge of JMeter, Load Testing Tools, and Performance Center Experience. Your responsibilities will include understanding application functionality and non-functional requirements, gathering NFR details, planning performance testing strategies, identifying issues by analyzing DB and app server logs, and metrics. You will also be required to design and execute performance test plans, analyze test results, and ensure that the performance meets the SLAs. Furthermore, you will need to have knowledge of cloud services like Azure and be able to conduct performance test reviews and publish analysis reports. The company offers a culture of caring, learning and development opportunities, interesting and meaningful work, balance, and flexibility, as well as being a high-trust organization. By joining GlobalLogic, you will have the chance to work on impactful projects, grow personally and professionally, and be part of a team that values integrity and trust. If you are an experienced Performance Tester with excellent analytical skills, problem-solving abilities, and a strong team player, this role may be a great fit for you. Join GlobalLogic to be part of a dynamic team that is committed to engineering impact and innovation for clients worldwide.,

You will be the Customer Support Lead for Times Internet, an organization that creates premium digital products to simplify and enhance the lives of millions. As India's largest digital products company, Times Internet has a significant presence across various categories like News, Sports, Fintech, and Enterprise solutions. The portfolio includes iconic brands such as TOI, ET, NBT, Cricbuzz, Times Prime, and more, crafted to enrich experiences and bring users closer to their interests and aspirations. You will lead end-to-end customer support operations for premium users across Economic Times digital products, including ET Prime and ET Masterclass. Your responsibilities will include ensuring timely and empathetic resolution of queries, optimizing Freshdesk setup and workflows, developing chatbot experiences, collaborating with product and tech teams for AI training, designing automation workflows, analyzing support trends, conducting training for support executives, and acting as the voice of the customer internally. To excel in this role, you should have 4-7 years of customer support experience, with at least 2 years in a team lead or process owner role. Proficiency in using Freshdesk or similar CRM tools, managing chatbots and AI-driven solutions, understanding customer journey design, and working with analytics dashboards are essential. Excellent written and verbal communication skills, a data-driven mindset, and prior experience in supporting premium customers are preferred. If you are proactive, customer-obsessed, and skilled in deploying AI-driven automation to enhance customer experiences, this role offers an exciting opportunity to drive process improvements and elevate customer support operations at Times Internet. Join the team and help shape India Inc's views and opinions through innovative products and technologies!,

The job involves owning and managing end-to-end Primary transportation across assigned regions from respective Beverages Plant to ensure timely and cost-effective deliveries. This includes planning, allocating, and monitoring daily dispatches from Plant locations to warehouses, distributors, and depots. Managing vendor relationships with transporters and 3PLs, monitoring SLAs, vehicle turnaround time, and freight costs are also key responsibilities. Adherence to route plans, TATs, and vehicle utilization metrics is crucial. Implementing and monitoring digital tracking systems for live visibility and performance management is essential. Coordinating with Plant Manufacturing Team and warehouse teams to align dispatch priorities and service levels is part of the role. Driving cost optimization through route planning, reverse logistics, and transport mode efficiency is also a priority. Ensuring compliance with safety, statutory, and EHS guidelines in transportation operations is a fundamental aspect of the job. The ideal candidate should possess strong knowledge of Primary Logistics from Beverages, FMCG plant, and last-mile distribution. Analytical ability and route optimization skills are necessary. Vendor negotiation and SLA management capabilities are crucial. Being tech-savvy with TMS (Transport Management System) experience is an advantage. Problem-solving skills and the ability to collaborate cross-functionally are also essential. To qualify for this role, candidates should have 6-10 years of experience in transportation/logistics, preferably in the FMCG sector. A Graduate or Postgraduate degree in Supply Chain, Logistics, or Operations is required.,

Immediate Hiring for Team Leader Location-:Noida Shift-: US shift Min 2 Yrs Exp as TL in International BPO Performance Management, Attrition and Shrinkage Call@9205503253 / 9953262467 or share cv to deepak.sharma@shadowplacements.com Required Candidate profile Sal Upto 8.5 LPA in Noida Exp of Back office or P&C or Collections in International BPO. AP/AR /OTC / Content Moderation Exp is NOT suitable for this role Call@9205503253 / 9953262467

For Team Leader: Minimum 3 Years Of Experience with Minimum 1 Year Of Experience As A Team Leader in Inbound Customer Service (Voice Process) is Mandatory, where managed Team Of Customer Service Associates And Teams AHT, Shrinkage, SLA & Attrition and Possess Good Communication Skills In English. For Assistant Manager: Minimum 6 Years Of Experience with Minimum 2 Years Of Experience As An Assistant Manager in Inbound Customer Service (Voice Process) is Mandatory, where managed & Coached Team Leaders, Customer Service Associates And Teams AHT, Shrinkage, SLA & Attrition and Possess Good Communication Skills In English And have handled Clients.

Subject matter Expert Location: Pune| WFO Immediate Joiners Experience: Minimum 2 Years in IT Service Desk Must Have Team Handling experience Any Graduate CTC:6 LPA 24/7 Rotational US Shifts Cab Provided Drop your cv - radhika@genesishrs.com

Education Qualification : Any Graduate Skills : Primary -> Technology | ITIL - Incident Management | 3 - Experienced Primary -> Functional | IT Operations Management | Current, Up to date Operational Documentation Library (ODL) | 3 - Experienced Secondary -> Behavioral | Aptitude | Data Related Skills | 2 - Knowledgeable Tertiary -> Behavioral | Aptitude | Tasks Related Skills | 3 - Experienced Tertiary -> Behavioral | Microland Skills | Customer Centricity | 3 - Experienced Certification : Technology | IT Service Management Certifications | ITIL Intermediate Certificate 1. Knowledge to differentiate between Incident and Service Request, how to record in the system and Resolve issues / fulfill requests by following SOP. Allocate to right resolver group. 2. To work with stakeholders concerned till logical closure and Operate service management tool for effective usage Incident Management (IM). Comply with steps such as Investigate, Diagnose, Record, Communicate. 3. Run Incident Management functional responsibilities such as bridge, communication updates. Drive towards service restoration within agreed SLA monitor adherence in terms of timeline and accuracy. Analytics for effectiveness and completion in tuning and implementation. Work with other processes (IM, PM, CM, RM, AM etc.) for effective and efficient implementation of the CM Process ITSCM (Information Technology Service Continuity Management). Developing deliverables; generate reports. Develop. 4. Implement procedures SLA management. Provide defined reports from the system on time and Identify what is within SLA; what has breached IT Security Management. Understand IT security guidelines. 5. Provide defined report from the system; Vendor Management (VM). Understand the defined VM Process and supporting procedure and work Instructions to ensure proper call triage with vendors for logging calls. 6. Schedules for onsite/ remote intervention,. Communicate on the changes to logged cases, notifications received on product recommendations; escalate when necessary Business Relationship Management. Provide all required inputs for preparation of reports and presentations for Service Reviews. Interact with customer on specific customer complains to understand the issue and derive corrective/preventive actions. 7. Technical Skills IT Infrastructure Management (1) Incident Management (2) IT Service Continuity Management (ITSCM) (3) Service Level Management; (4) IT Security Management (5) Vendor Management (6) Business Relationship Management

Company: Marsh Description: Under limited supervision, administers policies and claims to serve as the contact between insurers and the insured . Manages and prioritizes own workload to meet individual SLA, KPI and Quality targets. Adheres strictly to the Companys Quality practices and other systems and procedures to ensure the proper protocol is followed. Maintains a basic understanding of the core aspects of relevant Insurance and related legislation (customer awareness) Works with Inplant Team Leaders and Operations Services Team Leaders to identify continuous improvement opportunities within operational processes. Builds and maintains strong working relationships with internal and external stakeholders and maintains an awareness of the customer s business and insurance needs. Marsh, a business of Marsh McLennan (NYSE: MMC), is the world s top insurance broker and risk advisor. Marsh McLennan is a global leader in risk, strategy and people, advising clients in 130 countries across four businesses: Marsh, Guy Carpenter, Mercer and Oliver Wyman. With annual revenue of $24 billion and more than 90,000 colleagues, Marsh McLennan helps build the confidence to thrive through the power of perspective. For more information, visit marsh.com, or follow on LinkedIn and X.

Company: Marsh Description: Drives timely and accurate production/processing of complex documents/information (includes report preparation). Maintains a solid understanding of the core aspects of relevant Insurance and related legislation (customer awareness) and strengthen new and established relationships Builds and maintains strong working relationships with internal and external stakeholders and serves as point of contact regarding any potential problems. Adheres to Company policies and performance standards and recommend improvements. Contributes to the achievement of Operations team Service Level Agreements (SLA) , Key Performance Indicators (KPI) and business objectives Marsh, a business of Marsh McLennan (NYSE: MMC), is the world s top insurance broker and risk advisor. Marsh McLennan is a global leader in risk, strategy and people, advising clients in 130 countries across four businesses: Marsh, Guy Carpenter, Mercer and Oliver Wyman. With annual revenue of $24 billion and more than 90,000 colleagues, Marsh McLennan helps build the confidence to thrive through the power of perspective. For more information, visit marsh.com, or follow on LinkedIn and X.

Job Overview We are seeking a highly motivated and experienced Senior Manager in training to join our team. The ideal candidate will be well versed with International process & training and play a pivotal role in designing and delivering impactful training programs, managing stakeholder relationships, through effective learning initiative. The selected candidate must also be flexible to integrate training and supporting AOCS during IROP’s to support business continuity. Key Responsibilities Facilitation & Training • Conduct compliance checks to identify and address gaps in our documentations process to be audit compliant for both internal and external audits • Develop, deliver, and facilitate training programs, fostering continuous skill enhancement and a culture of learning. Continuously evaluate and improve training materials, delivery methods, Governance & Stakeholder Management • Collaborate with business leaders to align training initiatives with strategic objectives. Qualifications • Mandatory and key skills required for this role Experience in International Process with an International carrier Has delivered training with proven 5-8 years of experience Has been involved in creating content in his previous role Exceptional communication skills to deliver clear, engaging, and impactful training content Flexibility to work on weekend and on shifts as per training needs Desirable skills required for this role Proven ability to manage multiple stakeholders and build strong, effective relationships Strong project management skills, with a focus on quality and attention to detail What We Offer • Comprehensive Benefits: Supporting your professional and personal well-being. • Growth Opportunities: Accelerating your career in a collaborative, innovative environment. • Impactful Role: Lead L&D initiatives and make a meaningful difference in enhancing customer experience. If you are passionate about process training, stakeholder engagement, and driving employee growth, we invite you to join ifly, IndiGo and contribute to building a world-class customer experience. Note: This job description provides a summary of the role’s responsibilities and qualifications. It is not an exhaustive list of duties or expectations. 'At IndiGo we are committed to fostering an inclusive and equitable workplace. All employment decisions are made solely on the basis of merit and qualifications, without regard to a candidate’s gender, race, color, religion, caste, creed, ethnicity, language, sexual orientation, marital status, maternity status, disability, or social and economic background’

Job Description: Call Center Manager **Company:** DAO EVTech Private Limited **Location:** Pune, Maharashtra **Industry:** Electric Vehicle (EV) Sales and Service About DAO EVTech Pvt. Ltd. DAO EVTech Pvt. Ltd. is a leading player in the electric mobility sector, specializing in the sales and servicing of electric two-wheelers and related technologies. With a commitment to innovation, sustainability, and customer satisfaction, DAO EVTech is on a mission to redefine the future of transportation across India. Position Overview We are seeking a dynamic and experienced BPO Services Manager to lead our customer support and backend operations team in Pune. The ideal candidate will bring strong BPO management expertise, preferably from the automobile or EV sector, to ensure exceptional customer service, operational efficiency, and team leadership. Key Responsibilities Manage Call Center Operations: Oversee day-to-day operations of the Call Center support team handling customer queries, service requests, and post-sales support. Team Leadership: Supervise, mentor, and train BPO executives to deliver high-performance results and maintain high levels of productivity and morale. Customer Support Excellence: Ensure all customer interactions (calls, emails, chat, etc.) are handled professionally, empathetically, and within SLA timelines. Process Optimization: Identify operational gaps and implement process improvements to enhance efficiency and reduce costs. Service Coordination: Work closely with the on-ground service team to ensure customer complaints and service issues are resolved in a timely manner. Reporting & Analytics: Generate and analyze daily, weekly, and monthly performance reports, and provide strategic inputs to senior management. Technology Utilization: Leverage CRM and BPO tools to streamline operations, monitor performance, and drive customer satisfaction. Quality Assurance: Implement QA frameworks to ensure consistent service quality, compliance, and customer delight. Stakeholder Communication: Act as the point of contact between the BPO team and internal departments like Sales, Service, and Technical teams. Sales Training : Perform Trainings Camps of Retails Sales Staff at various Retails Locations from Time to time. Qualifications & Experience Bachelor’s degree in Business Administration, Operations, or related field (MBA preferred). 5+ years of BPO experience, with at least 2 years in a managerial role. Prior experience in the automobile or EV industry will be a strong advantage. Strong knowledge of CRM systems and customer support technologies. Excellent communication, leadership, and problem-solving skills. Proficient in English, Hindi, and Marathi. What We Offer Competitive salary and performance-based incentives Opportunity to work in a fast-growing EV brand Supportive work environment with growth opportunities Health and wellness benefits Application Instructions Interested candidates may send their updated CV with the subject line "Call Center Manager – Pune" to hr@daoevtech.com

The ideal candidate must possess strong communication skills, with an ability to listen, comprehend information, and share it with all the key stakeholders, highlighting opportunities for improvement and concerns, if any. He/she must be able to work collaboratively with teams to execute tasks within defined timeframes while maintaining high-quality standards and superior service levels. The ability to take proactive actions and willingness to take up responsibility beyond the assigned work area is a plus. Senior Analyst Roles and responsibilities: Review tickets/order IDs base on input documents provided by client Communicate effectively to take appropriate steps to resolve customer's problems Checking status of services on account in client tools Updating order details status in internal as well as client tools Should be able to create daily report and share with client base Meet process expectations with high quality standards and adherence to SLAs Excellent multi-tasking and creative problem solving skills Ability to actswiftlyand decisively when dealing with critical situations ability toassess situations andinitiate appropriate action Works collaboratively with team & Project Manager to ensure timely delivery of project Technical and Functional Skills Bachelor's degree in any field with 2+years experience. Possess good working knowledge of Excel and PowerPoint Ability to develop and analyze ticket Proven ability to self-check work to ensure results are error-free Ability to communicate effectively with clients Ability to work in a high-energy, quickly changing, and demanding environment including working in rotational shifts

Job Description: Manage a team of 15 plus associates. Client Interaction (emails and telephone) Create and maintain performance and productivity reports on a daily basis. Communicate and work with all support departments to ensure the availability of infrastructure. Ensure that the attrition levels are kept to a bare minimum. Ensure that the defined SLA"s are met for the process. Ensure that productivity numbers are tracked on a daily, weekly, and monthly basis and identify. associates who are not meeting these numbers. Come up with training programs to ensure that the gaps are met on the productivity and quality levels. Key Responsibilities areas (KRA"s): Responsible for overall and individual Team Productivity improvement on a monthly basis using the previous months productivity numbers as a benchmark for excelling in the coming month. Responsible for overall and individual Team Quality output improvement based on the internalbenchmarks and SLA"s agreed with the client for each process. Responsible for Talent retention - Attrition as per the norms specified by the division. Responsible for Quality of review improvement and certified by the client based on weekly review calls. Responsible for Team Motivation to hand Role & responsibilities Preferred candidate profile