Job Title: CEM Delivery Lead-AGM-Mumbai

Job Description:

Assures adherence to corporate policies and project delivery procedures. Reviews and ensures a high level of quality and service are maintained by meeting or exceeding commitments. Initiates, develops and enforces standards and procedures in support of improved service.

Mandatory Domain Experience:

Digital Customer Service / Operations with minimum 15+ years of experience

Roles / Responsibilities

Service Management, Tracking & Execution Responsible for End-to-End Service Delivery for the portfolio Devise corrective and preventive actions for any service level breaches, near misses, and customer escalations

Manage defined processes and risks with respect to organization and customer Coordinate with onsite ad offshore teams as necessary during project delivery

Prepare process excellence and resolving all customer requests, issues/ escalations in a timely manner

Knowledge Management: Drive performance management process (goal setting/appraisals and promotions) for the project Manage conflicts within the team and organize team building exercises.

Enable periodic skill assessment of associates and subsequent adherence to learning plans Responsible for forecasting and managing staffing requirements for the project Contribution to Org initiatives Adopt and implement organization initiatives like Digital Transformation, Contextual Master Adopt and replicate the best practices from other engagements in the organization Business Development and Customer Relationship: Participate in Customer review/ governance meetings to discuss on Service performance, project issues and improvement opportunities Participate in internal and external audits and track action items to closure Responsible for billing and invoicing for the project being manage