AGM / AVP - CEM Delivery (Utilities)

• 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