Person should have played key roles in market facing automation roles like presales, solution, program management, ecosystem management, along with exposure to business development roles with experience in multiple geographies for a minimum of 10 years. Experience / good track record in process management, automation, understanding financial perspective of operations and building sustainable teams are essential. consulting and customer success with experience in helping organizations strengthen their operations, build & execute strategies for creating a world class service-product organization and improve customer experience would be an added advantage. Experience in handling Operations, Customer Experience, Quality, Training, Product Management, Project Deliveries and Business Consulting roles in a fast-paced environment would be good.

Key competencies to include:

• Business Consulting & Analytics, Pre-Sales activity, Customer Engagement, Key Account Management

• Customer Services & Contact Centre Management

• Product Management, Competitor Analysis and Go-to market strategy.

• Operational Excellence & Quality

• Process Improvements: Automation & Re-engineering

• Team Management: Employee Engagement and Succession Planning Assurance

• Identify & Implement new platforms, processes & standards to support customer needs and drive growth. Platforms such as – Dialler, Chatbots (using RPA-NLP-KM-Agent Assist), CRM with Campaign Management-Lead Management (LMS)- Service Management & FOS functionality (Mobile App), Survey tool, Co-Browse, PMS (Performance Management System) & QMS (Quality Management System), Email and Ticket management system, BI/ Analytical Tools and Social Media engagement tools.

• Inbound: Customer Service, IT Service Desk, Technical Support (Voice, Email, Chat, Web and Social Media)

• Outbound: Customer Engagement-Retention, Lead Generation, Upsell,
Back-office Process: