Job description and responsibilities:
• Delivery towards customer in liaison with Process Head.
• Meet customer expectations and targets in terms of contractual obligations.
• Maintain productivity /e ciency metric proposals, implementation and
follow-up.
• Manage administrative aspects including reporting, business reviews etc.
• Develop and implement strategies to ensure customer satisfaction and
retention.
• Monitor project progress, identify and mitigate risks, and adjust strategies as
needed.
• Plan and strategize transformation Initiatives to meet customer expectations.
• Manage Account EBITDA and P&L Margins.
• Manage client relationships and drive growth of the account.
Candidate specification and skills required:
• Excellent communication (oral and written), presentation, and interpersonal
skills
• Strong experience of working in BPO environments
• Experience in initiating and driving automation projects
• Decision making and problem solving capabilities with good insight on
numbers
• Analytical and numerical skills
• Strong leadership skills for driving excellence
• The ability to lead and manage travel accounts of over 1500 FTE
• The ability to drive e ciencies to exceed SLA and increase revenue/fte
• Developing ideas for innovation and value-added tools for driving e ciency
• Knowledge of managing Travel Operations (both Voice and Non-Voice
channels)
• Should be comfortable working in US shift timings