RESPONSIBILITIES
? Managing site delivery of large CRM account
? Delivery Metrics and contractual SLA management
? Day to day Client management
? Managing an account of 200+ FTE
? Lead all client and internal calls for the process, single point of contact
? Direct Workflow, Training and other shared services for optimum functioning of account
? Single point of contact for all financial decisions regarding the account
? Manage attrition and career planning of all employees within span of control
? Grow account strategically to increase top line for the organization
? Manage and improve profitability of the account


SKILLS & QUALIFICATION REQUIRED
? Min. 10+ years’ experience
? Strong financial management acumen. Understanding of P&L
? Strong understanding of contracts and key BPO dynamics governing them
? Strong customer service orientation and client management skills
? Robust experience of driving key customer metrics like NPS
? Fundamentally a strong people manager. Should be able to guide a team to success
? Business Level English skills