- 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 17+ 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

📌 AGM / AVP - CEM Delivery (Utilities) (Pune)
🏢 Golden Opportunities
📍 Pune