Job Description

CEM Delivery Lead JD:


Assures adherence to corporate policies and project delivery procedures. Reviews and ensures a high level of quality and service are maintained by meeting or exceeding commitments. Initiates, develops and enforces standards and procedures in support of improved service.






Mandatory Domain Experience:


Digital Customer Service / Operations with minimum 14+ years of experience






Roles / Responsibilities:

Service Management, Tracking & Execution:

? Responsible for End-to-End Service Delivery for the portfolio


? Devise corrective and preventive actions for any service level breaches, near misses, and customer escalations


? Manage defined processes and risks with respect to organization and customer


? Coordinate with onsite ad offshore teams as necessary during project delivery


? Ensure service performance of the portfolio through defined metrics and KPI's

People Management:

? Drive performance management process (goal setting/appraisals and promotions) for the project


? Responsible for onboarding new hire


? Manage conflicts within the team and organize team building exercises.


? Enable periodic skill assessment of associates and subsequent adherence to learning plans


? Initiate Performance Improvement Plan (PIP) in case of non-performance


? Anticipate issues and needs of the customer related to the project and address them proactively


? Responsible for billing and invoicing for the project being manage

Location

Mumbai

Job Function

BUSINESS PROCESS SERVICES

Role

Lead

Job Id

388062

Desired Skills

Customer Focus | Operations Manager
Desired Candidate Profile

Qualifications

: MASTER OF BUSINESS ADMINISTRATION