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Service Delivery Lead
2 months ago
Our focus sectors are Ecommerce, Technology, Media and Information Services, Market Research and Consulting, Healthcare, CPG and BFSI. We support the sales, marketing, strategy and product development needs of our clients and help them accelerate their revenue growth.
Business Unit Overview (eCommerce):
The eCommerce vertical comprises of 900+ member, based out of Kolkata, Mumbai and Gurgaon working in 24X7 engagements. The team includes senior delivery heads, project managers, shift leads, team leads, trainers, MIS teams, QC members, content writers and image editors.
Profile Description:Role:
Delivery Lead - E-commerce
Designation:
Senior Manager/AVPLOB:
eCommerceReporting to:
Business Head (eCommerce)Location:
KolkataExperience:
10-18 years
Key responsibilities:
1. Will be part of the senior management for the eCommerce business.
2.
Delivery management:Responsible for delivery management. Will work with multiple team leads and project managers to ensure on budget, on time delivery towards ensuring all SLAs are adhered toManage client expectations and communicationManage quality control through effective processes and ensure SLA compliance.Ensure compliance with internal systems and quality policies.
3.
Constantly identify opportunities for enhancing productivity using automation and process improvements.
4.
Pre sales support:Execute pilots for new clientsDevelop cost estimates and pitch decks to support the sales team.
5.
Team development:Mentor and train team leads and project managers.Lead the recruitment and training initiatives.
6.
Identify and incubate new offerings for eCommerce and evangelize them with existing clients:Manage the P&L of the vertical ensuring margin targets are met consistently
Skillsets
and experience:
At least 10+ years of relevant experience in eCommerce solutioning and delivering.Demonstrated experience of managing large teams (500+ people).A strong background in project and process management is essential.Demonstrated experience of working with content based processes, which may or may not be in the eCommerce domain.Any past experience in eCommerce would be preferable.This will be an IC senior role. The person needs to have the ability to come up with solutions rather than list out problems. Needs to be willing to take risks, make mistakes and learn along the way.EducationAny Graduate
