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Senior Lead - Client Operations & Services

9.00 to 12.00 Years   Bangalore   14 Nov, 2023
Infosys Limited
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT Services & Consulting
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

    Responsible for delivery, transformation, client management and P&L for Customer Service and Global Service Desk Accounts Manage multiple accounts with a large team across multiple geographies. Oversee Day to day SLAs and key deliverables Coordinates and partners with the client for engagement level issues and concerns Anchors the key internal and external meetings, Plan resources Monitor governance adherence within the engagement and meet client & business requirements within the guidelines, policies and norms of Infosys Identify, assess and mitigate risks, provide escalation management, anticipate and make tradeoffs and propose corrective actions to keep the projects moving forward Work with stakeholders across the ecosystem and other vendor (Sub Contractor) teams to uncover dependencies and create action plans around those dependencies Experience in Customer Service and Service Desk Operations for Large HiTech Global Clients Should have significant exposure of Deal Cycle, Solutioning, Deal structuring and commercials Expertise in program and project management in cross-functional roles with significant scope. Ability to influence stakeholders without holding decision making authority. Ability to manage a team with competing priorities and provide level headed guidance during unexpected events. Ability to self-start and create direction in a rapidly changing and often ambiguous environment Willing to map own schedule with Process and Client Working hours Areas of Responsibility SLA Compliance 1. P&L Management 2. Business Planning & Review 3. Transition Coordination Process definition & documentation, SOW/Metric determination, Process Training & Certification 4. Resource Planning, manpower training 5. Governance Internal & External 6. Quality Management 7. Performance Management 8. Talent Management 9. Process Compliance 10. Customer Interaction 11. Process Re-engineering 12. Resource optimization,

Keyskills :
team managementcustomer relationsdeliverydocumentationautomationservice desklevel headedcustomer serviceprocess trainingdeal structuringbusiness planningclient managementtalent managementresource planningmanpower trainingproject management

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