Job Description :

This role will serve as the single point of contact (SPOC) for the Client in the region and 1st level of escalation for resolving issues and problems. This role requires frequently interfacing with various teams primarily with Client Services, Lodgement Services, IT Services and Global Reporting Teams.

Principal Responsibilities :

- Accountable for scheduling, organizing, preparing content for business review and service performance, presenting the content to the function personnel and, driving the Country Performance Review with individual country/entity in the region

- Work with Client on prioritization of deliverables and driving / monitoring service performance in the region to enable the Client as a Net Promoter and ensure it is sustained

- Pro-active, Own and Drive all action items agreed during the periodic governance meetings are resolved by regular follow-ups and timely escalations for the resolution including the responsibility of timely delivery of RCAs for the critical escalations and major incidents

- Identify opportunities for Key Continual Service Improvements Initiatives and Drive Client & Teams for the timely implementation.

Desired Candidate Profile :

- Graduate having 10 - 16 years of work experience and last 5 - 8 years in an International BPO and currently working as a Client Manager / / Account Manager / Relationship Manager handling Global Stakeholders.

- Ability to work with Critical Regional & Local Client Contacts in the region and drive results

- Ability to effectively prioritize deliveries and multi-tasking

- Very good communication skills to interface with multinational clients and internal users in the region

- Out of the box thinking, ability to negotiate, influence and drive towards win-wins

- Experience in direct Client Facing roles will be preferable

- Excellent Communication, Influencing and Negotiation Skills are essential Willingness & Flexibility to work before and after the business hours to support Clients from New Zealand business hours 3:30 AM IST to India business hours until 6 PM or later

- This will be the single point of contact in the APAC Region for a set of Clients and will be the first level of escalations for issues and problems reported by Clients.

- This role requires frequently (on a daily basis) to interface with various internal teams and with Client Contacts as well.

- Should be open for 24/7 shifts.

Interested candidates can mail their profiles  or call us @ 040-40101210/11.

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