Tata Consultancy Services | Cross functional | chennai
3 days ago
Job Role: Cross functional
Job Location: Chennai
Exp Range: 8Years to 10Years
Desired Competencies (Technical/Behavioral Competency):
Service Delivery and Quality Management
• Manage and ensure high-quality service delivery across multiple functions, including IT support, operations, and customer service.
• Develop and enforce service standards, SLAs, and KPIs to monitor performance and quality.
• Proactively address service disruptions and implement corrective actions to maintain service continuity and meet client expectations.
2. Cross-Functional Coordination
• Collaborate with various teams (e.g., IT, operations, sales, finance) to ensure seamless service delivery.
• Act as a liaison between departments to resolve conflicts, enhance communication, and drive alignment on service goals and objectives.
• Lead cross-functional meetings to review performance metrics, address issues, and brainstorm improvements.
3. Client and Stakeholder Engagement
• Build and maintain relationships with clients and key stakeholders to understand needs, provide updates, and manage expectations.
• Conduct regular client review sessions to discuss service performance, address concerns, and identify future opportunities.
• Ensure all client requests and changes are accurately documented, tracked, and resolved in a timely manner.
4. Process Improvement and Innovation
• Identify, analyze, and recommend process improvements to enhance efficiency, reduce costs, and improve service quality.
• Implement best practices and leverage new technologies to streamline operations and improve customer satisfaction.
• Monitor industry trends to keep services competitive and aligned with market standards.
5. Risk and Issue Management
• Identify potential risks to service delivery, assess impacts, and create mitigation plans to reduce service disruptions.
• Manage escalations from clients and internal teams, providing solutions that align with both customer satisfaction and business objectives.
• Track and report on issues, trends, and service interruptions to senior management, including root cause analyses and lessons learned.
6. Team Leadership and Mentorship
• Lead and mentor a team of service delivery professionals, fostering a collaborative and high-performance culture.
• Conduct regular performance reviews, set objectives, and identify development opportunities for team members.
• Encourage continuous learning and skill development to meet evolving business and customer needs.
7. Reporting and Documentation
• Prepare and deliver detailed reports on service performance, SLA compliance, and other relevant metrics to senior leadership.
• Maintain comprehensive documentation of processes, SOPs, and improvement initiatives to ensure consistency and support audits.
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