Job Description

Key Responsibilities:

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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 P L Management Business Planning Review Transition Coordination Process definition documentation SOW Metric determination Process Training Certification Resource Planning manpower training Governance Internal External Quality Management Performance Management Talent Management Process Compliance Customer Interaction Process Re engineering Resource optimization Business Transformation Revenue Enhancement C Sat Process Audits and Compliance Desired experience Conversant with Ticketing Tools like Service Now Working knowledge of Voice Chat and E mail routing and allocation systems and report extraction and BI tools Education and other requirement Engineering Graduate with an MBA preferred Should have managed Service Desk Operations for large Global Clients 15 20 MM Annual Revenue Customer Service Should have handled Voice Chat and E mail Inbound Customer Service Channels

Preferred Skills:

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BPM->Leadership - JL7B