- Manage and own operational performance, including SLA, quality compliance, and utilization.
- Manage team attrition and motivate the team to exceed SLAs.
- Responsible for goal setting for the performance period and tracking performance against annual goals.
- Coach and mentor the team on client-specific processes.
- Provide training and development guidance to the team.
- Establish and maintain strong relationships with key stakeholders.
- Understand client business requirements, propose and negotiate technical solutions, and ensure successful delivery.
- Translate client business requirements for the internal technical team and ensure that the product/service is delivered to the client as per requirements and timelines.
- Facilitate the transfer of best practices and drive continuous improvement initiatives within the team.
Job Requirements :
- 7-9 years of experience in application support or product support role.
- Strong leadership skills in a client-facing workplace
- Excellent communication and client management skills
- Experienced team leader skilled in people development, coaching, and motivation
- Strong teamwork, problem-solving, organizational, and process improvement skills
- Proficient in MS Excel, Word, and PowerPoint
- Bachelor’s degree required; Master’s degree in Business or Operations preferred