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Services Head - Client Operations & Services

12.00 to 18.00 Years   Chennai, Noida, Hyderabad, Kolkata   09 Jun, 2022
WHITESLIPS GLOBAL SERVICES PRIVATE LIMITED
Job LocationChennai, Noida, Hyderabad, Kolkata
EducationNot Mentioned
SalaryRs 36 - 46 Lakh/Yr
IndustryBPO / Call Center
Functional AreaCustomer Service (Domestic)Customer Service (International)
EmploymentTypeFull-time

Job Description

    Roles and Responsibilities
    1. SLA Compliance
    2. P&L Management
    3. Business Planning & Review
    4. Transition Coordination Process definition & documentation, SOW/Metric determination, Process Training & Certification
    5. Resource Planning, manpower training
    6. Governance Internal & External
    7. Quality Management
    8. Performance Management
    9. Talent Management
    10. Process Compliance
    11. Customer Interaction
    12. Process Re-engineering
    13. Resource optimization
    14. Business Transformation
    15. Revenue Enhancement
    16. C Sat Process
    17. Audits and Compliance
    Desired Candidate Profile
    • Responsible for delivery, transformation, client management and P&L.
    • Manages a large team of associates. Oversees 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 internal and other vendor teams to uncover dependencies and create action plans around those dependencies
    • Person is expected to manage a team of technical support personnels so that we not only meet our SLA/ KPI but improve them month-on-month basis.

Keyskills :
process trainingmanagementperformance managementaudit compliancecustomer interactionclient managementquality management

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