Job Details
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Job Description
Job Purpose:
Responsible for managing the planning & executing transitions for the Customer Service function and ensuring the timely and accurate delivery of Transition Deliverables. Ensure orderly system transition that is transparent and minimizes impacts on stakeholders. Lead Customer Service function in working with the existing delivery on the Transition, understanding the Transition requirements and working with other business units and partners in developing solutions.
Job Description:
- Effectively lead the transition vertical of Customer Service function
- Lead in mapping the list of processes in the customer life cycle & the opportunities towards transition - (processes being performed in other functions to be transitioned to Customer Service function or towards centralization & standardization within Customer Service function)
- Manage meeting the mission of providing best customer experience for retail & businesses
- Lead conceptualizing and manage executing business models that will deliver bigger organization impact
- Lead developing & implementing key milestones proposed to be covered in the transition process
- Take complete ownership and manage coordinating with the respective stakeholders for readiness in terms of manpower/system/infrastructure
- Manage relevant escalation processes to escalate resource issues, delayed project phases, missed deadlines and other planning issues
- Ensure that the activities are handled end-to-end. The required controls/audits are in place thereby eliminating any slippages. Be on the lookout for automation where ever feasible thereby eliminate manual interventions
- Manage products and services delivered within the Service Transition are within time and budget constraints and meet the required level of quality
- Lead proper smooth take over by the respective stakeholder
Job Requirements
Qualifications, experience, skills and competencies:
- Minimum 1 year experience in project management
- Excellent in English written & spoken
- Excellent presentation and engagement skills
- Strong people management and leadership skills
- Excellent, creative and has conceptual thinking abilities
- Cheerful personality and confident in approaching people
- Expert level proficiency with Word, Excel and PowerPoint
- Flexible, reliable and displays great ownership in all aspects
- A strong communicator -both in writing and spoken communication.
- Organized, a self-starter and an inspirational leader of a team
Education requirement:
- Bachelors Degree - preferably in business administration or any business related field.
- Any post graduate studies in project management would be a plus
Competencies:
- Strong leadership skills
- Strong people management abilities
- Strong business acumen
- Ambitious and self-motivated
- Change Orientation/Flexibility
- Communication
- Commitment to results
- Problem Solving & Decision Making
