Services Head-Client Operations

2 days ago

Bengaluru, Karnataka, India Infosys Full time ₹ 18,00,000 - ₹ 30,00,000 per year

Key Responsibilities:Responsible for delivery transformation client management and P L for Customer Service and Global Service Desk AccountsManage multiple accounts with a large team across multiple geographiesOversee Day to day SLAs and key deliverablesCoordinates and partners with the client for engagement level issues and concernsAnchors the key internal and external meetingsPlan resources Monitor governance adherence within the engagement and meet client business requirements within the guidelines policies and norms of InfosysIdentify assess and mitigate risks provide escalation management anticipate and make tradeoffs and propose corrective actions to keep the projects moving forwardWork with stakeholders across the ecosystem and other vendor Sub Contractor teams to uncover dependencies and create action plans around those dependenciesExperience in Customer Service and Service Desk Operations for Large HiTech Global ClientsShould have significant exposure of Deal Cycle Solutioning Deal structuring and commercialsExpertise in program and project management in cross functional roles with significant scopeAbility to influence stakeholders without holding decision making authorityAbility to manage a team with competing priorities and provide level headed guidance during unexpected eventsAbility to self start and create direction in a rapidly changing and often ambiguous environmentWilling to map own schedule with Process and Client Working hoursAreas of ResponsibilitySLA ComplianceP L ManagementBusiness Planning ReviewTransition Coordination Process definition documentation SOW Metric determination Process Training CertificationResource Planning manpower trainingGovernance Internal ExternalQuality ManagementPerformance ManagementTalent ManagementProcess ComplianceCustomer InteractionProcess Re engineeringResource optimizationBusiness TransformationRevenue EnhancementC Sat ProcessAudits and ComplianceDesired experienceConversant with Ticketing Tools like Service NowWorking knowledge of Voice Chat and E mail routing and allocation systems and report extraction and BI toolsEducation and other requirementEngineering Graduate with an MBA preferredShould have managed Service Desk Operations for large Global Clients 15 20 MM Annual RevenueCustomer Service Should have handled Voice Chat and E mail Inbound Customer Service ChannelsPreferred Skills:BPM->Leadership - JL7B

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