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Service Delivery Lead

Keywords / Skills :     Responsible for end-to-end Service Delivery     Responsible for ensuring client satisfaction, constantly improving client satisfaction & relationship & meeting financial targets defined for the accounts (Revenue & OM)     Contribute to improving CSAT, Revenue & OM for the Account/LOB.     Responsible for driving ESAT within the Account(s) & ensure attrition is in control (as per targets defined).     Overall responsibility to track progress, manage transition related issues, milestone reviews, manage process ramp up and stabilization, productivity improvements and innovation.     Responsible for growing existing Account(s).     Support presales and solutions teams on pursuits to bring in new business.     Work closely with the client engagement partner, to improve client relationship.     Efficiently manage day to day operations and client communication     Updates himself regularly with Company policies on Information Security Management System.     Ensure subordinates are aware of Company policies, in particular those on Information Security.     Ensure adherence to legal & regulatory requirements as applicable to the nature of work.     Ensure Process adheres to legal & regulatory requirements as applicable to the nature of work.     Ensure adherence to the Contractual Requirements of the Process.     Ensure Compliance and Security Trainings for subordinates are conducted periodically.     Cooperate with Compliance and Security officers with Security Investigations.     Monitor Compliance adherence and ensure a monthly review of status.     Facilitate Regular Audits to detect any compliance or contractual breaches and encourage continuous improvements.     .Review Risk Assessment document and implement mitigations strategies.

Posted: 2018-04-14

Industry
IT/ Computers - Software
Function
Sales/ Business Development
Role
Sales Exec/ Sales Representative
Education
B.E/B.Tech
Posted On
14th Apr 2018
Job Ref code
1800000832
Job Description
    Overall responsibility for Service Delivery - Ensure SLAs are met and deliverables are provided on time with high quality.     Work-plan management, Invoice, P/L Review, Operational Crisis Management, BCP, workforce planning and management     Focus on maximizing Customer Experience while optimizing costs     Contribute to the development of short and long term strategic business goals.     Ensure systems development integration with strategy     Mentor and assist Managers. Develop and groom talent.     Co-ordinate with internal Support functions     Experience of Managing/Handling BPO center with large span     Willingness to work 24/7 - needs to be comfortable with working in shifts     Excellent written and verbal communication skills; ability to write concise descriptive narrative summaries     Needs to have strong Team Leading ability     Ability to handle multiple accounts & clients     Good rapport building skills, methodical and organized.     High Performance orientation and manage Team performance effectively.     High level of maturity & adaptability. Should be able to work with cross-functional teams.     Good analytical abilities
Key Skill(s)
    Responsible for end-to-end Service Delivery     Responsible for ensuring client satisfactionconstantly improving client satisfaction & relationship & meeting financial targets defined for the accounts (Revenue & OM)     Contribute to improving CSATRevenue & OM for the Account/LOB.     Responsible for driving ESAT within the Account(s) & ensure attrition is in control (as per targets defined).     Overall responsibility to track progressmanage transition related issuesmilestone reviewsmanage process ramp up and stabilizationproductivity improvements and innovation.     Responsible for growing existing Account(s).     Support presales and solutions teams on pursuits to bring in new business.     Work closely with the client engagement partnerto improve client relationship.     Efficiently manage day to day operations and client communication     Updates himself regularly with Company policies on Information Security Management System.     Ensure subordinates are aware of Company policiesin particular those on Information Security.     Ensure adherence to legal & regulatory requirements as applicable to the nature of work.     Ensure Process adheres to legal & regulatory requirements as applicable to the nature of work.     Ensure adherence to the Contractual Requirements of the Process.     Ensure Compliance and Security Trainings for subordinates are conducted periodically.     Cooperate with Compliance and Security officers with Security Investigations.     Monitor Compliance adherence and ensure a monthly review of status.     Facilitate Regular Audits to detect any compliance or contractual breaches and encourage continuous improvements.     .Review Risk Assessment document and implement mitigations strategies.

About Company

Wipro Limited


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