Job Responsibilities

• Driving the team to achieve the set KPI Targets – Performance, Productivity & Hygiene.
• Be the liaison between the client and the team. Own up Client Engagement and Sales Management for the process
• Provide overall leadership to the John & Smith team working for the client's process
• Customer Relationship Management
• Issue & escalation management & resolution
• New process innovations & internalization – and continuous improvement
• Work as a point of contact for end customers for any operational concerns and issues during the transition and steady-state of affairs to ensure efficiency is met
• Talent Acquisition to ensure the staffing numbers are met for smooth functioning of the delivery
• Drive governance calls with Customer and senior management to appraise the overall status of the engagements

Attributes Required

• Sound knowledge of the bpo process and experience in a large consulting environment
• Experience with independent account management
• Should be well versed in areas of technology especially, business process design, gap analysis, solution architecting
• Good knowledge of the BPO Services Sector including outsourcing and offshoring

Critical requisites desired from the Candidate

• Willing to work in Night Shifts
• Willing to work on Weekends
• Significant experience in Solution and Services sales and client management.
• Proven sales skills, Excellent Communicator, with drive and ambition, result-focused approach
• Experience in handling International processes for a KPO/BPO setup
• Outstanding communication, presentation, and interpersonal skills are pre-requisites
• Need to be creative, adaptable, enquiring and analytical, and enjoy dealing with people from a wide range of backgrounds