Sr GM Technical CC Head

MISSION - WHY THIS POSITION EXISTS

• As a leader of Technical CCC, this role holder has to manage both operational and strategic responsibilities.

• At an operational level, CCC leader has to

o Ensure that every day transactions are responded to customers' satisfaction (250,000 interactions an year)

o Ensure every transaction is completed within the SLAs agreed with the businesses and customers' expectations

o Have a complete understanding of Technical support process and service level agreement with the countries in the support scope.

o Ensure every escalation is handled carefully and closed in the system on time with proper analyze and the reasons behind the escalations to ensure they don't recur.

o Use process simplification and digitization, automation etc.

to achieve efficiency year on year and also to improve customer SLAs (viz.

chatbots / RPAs / other automations etc.)

o Increase the contribution to revenue generation YoY through inbound technical queries.

o Accountable for development and performance of direct reports and teams by identifying training needs.

o Participate in business improvement project meetings and share constructive feedback/inputs and contribute significantly to improve Client's customer experience

• At a tactical and strategic level, the CCC leader has to

o Create a roadmap for Technical CCC (Customer support) of the future (some elements: omnichannel, 24

*7 availability, Paid support, quicker and accurate resolution) and take measures to implement it

o Coach, mentor and inspire more junior team members to maximize overall engagement, effectiveness and leadership strength of the team

o Design, develop, and implement processes, systems, and technology to support and enhance the support function, including workflow and case management for all BU product lines.

o Work with the Businesses and Product Management leadership to ensure that Customer Care and customers have a voice in the product roadmap and strategy

COMPETENCIES REQUIRED

Must to have

Good to have

Technical

Competencies

• Strong understanding of the Business

• Strong Problem- Solving Skills

• SE product portfolio overview

• Strong understanding of customer facing functions

• Digitization expertise

• Technical Expertise or Know-how

• Engineering background and Post-graduate in Business Management

Functional

competencies

• Management expertise

• Strong people management experience

• Customer handling Experience

• Good understanding of technical specifications of product

Behavioral Competencies

• Strong people management & leadership skills

• Strong communication skills

• Good interpersonal skills

• Customer First attitude

• Go getter attitude

• Influencing skills

Leadership Expectations

-Attract and select top talent

- Build strong internal & external pipeline of talent for current and future needs

- Promote diversity within team and organization

- Establish challenging yet at...