Cross functional

18 hours ago

Chennai, India Tata Consultancy Services Full time

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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