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