We are looking for a dynamic, self-motivated individual with experience in providing operational leadership to the WPS delivery operations for a specific region.
Location - Bangalore / Mumbai
Years of Exp - 12 - 16 yrs
- Graduate/Post Graduate with 12+ years of relevant senior managerial experience.
- Should have handled technical support teams across multiple global locations.
- Should have excellent Communication Skills and should be able to successfully interface with customer for technical discussions
- Should have wide exposure in customer interaction & ability to get into root cause analysis mode
- Should have experience in strong quality procedures, process & documentation methodology
- Responsible for creating Workplace Solutions for multiple client projects in terms of meeting the defined SLAs, process management, service improvement and innovation based on technical depth.
- Owns the communication to customer, regional SPOC’s and Operational team for timely response to escalations and drive resolution to issues and concerns.
- Review and approve the operational solution, engage with clients on a detailed level to address stakeholders concerns and requirements.
- Contribution Margin Performance - Innovate, implement process and cost efficiencies and control variations
- Client Satisfaction - drive NPC implementation, improvements
- People Management - Performance management strategies, manage & control attrition, employee growth, skill development and motivation.
- Quality & Security - manage quality audits and outcome. Take measures to minimize incidents.
- Responsible for contract management including SLAs, Terms and conditions
- Bridge between Vendors, change owners and other stake holders.