Senior Engagement Manager

Key Responsibilities –

 

The role-holder –

  • Is responsible for complete outsourced C2C operations for client. This includes Cash applications, billing, dispute resolution and related back office activities. Ensure to meet all SLAs consistently.
  • Acts as a single point of contact within customer organization for troubleshooting and resolving all issues arising from delivery-related account activities
  • Understands what it takes to meet and exceed client expectations (ensure high CSAT scores) along with meeting delivery team’s needs and aspirations
  • Ensure to drive process improvements in the processes in scope, resulting in more efficient and effective delivery

     

  1. PERSON SPECIFICATION:

 

Essential Skills and Experience –

 

  1. 13 – 15 yrs of proven experience in BPO in a global complex environment
  2. Should have led large teams (100+ people) in the FAO space (preferably C2C)
  3. Subject matter expert in the C2C domain
  4. Experience in building shared services teams involving transitioning of existing delivery from multiple onsite locations to an offshore/near-shore location
  5. Experience in client management
  6. Leadership skills in a multicultural environment
  7. Strong relationship building, communication, and influencing skills
  8. Ability to bring innovation to challenges and to overcome problems and obstacles as they arise as well as take action and produce desired outcomes with limited direction
  9. Strong commercial awareness and project management ability
  10. Experience in change management

     

     

    Desirable Skills and Experience –

     

    1. Prior experience in C2C domain with large teams
    2. History of implementation of process improvements
    3. Exposure to automation tools (including RPA)
    4. Prior experience in an MNC work culture

Ref:

222777

Posted on:

September 14, 2018

Experience level:

Manager

Education level:

Bachelor's degree or equivalent

Contract type:

Permanent

Location:

Bangalore

Business units:

Business Services

Department:

BPO / Consulting

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