* Duties and Responsibilities – • Oversee and review service delivery providing management an oversight of implementation projects including project assignments customer satisfaction. • Oversee and execute process improvements and the development of policies procedures methods and tools in support of delivery and to streamline work to provide a higher value to our customers. • Establish control on project schedules and risk issues; facilitate timely decisions to maintain project schedule; identifies project risks early and assist by providing prudent and timely recommendations for risk avoidance; sets and manages all stakeholders expectations; creates and executes project work plans and revises as appropriate to meet changing needs and requirements. • Work with Product management IT Service PMO & delivery teams & other cross functional teams to improve customer experience. • Post launch have a continuous process of reviewing the process fixing issues identified based on auditing customer journeys customer queries and complaints received in delivery shops. • Communicates across the organization to ensure knowledge of customer implementations and status. • Provides management with regular project updates; serves as a critical advisor to the team as an Implementation leader and helps to set the direction for the implementation and professional services team. Ensure consistent use of implementation methodology. • Active participation in Project Governance Meetings with Stakeholders. Responsible for serving as the primary customer escalation point for customer changes and/or issues during the implementation process. • Inspire team with drive and motivation needed to aggressively meet commitments. • Ensuring projects meet deadlines • Managing relationships with clients and stakeholders • Designing and signing off on contracts • Overseeing all incoming and outgoing project documentation • Designing risk mitigation plan • Conducting project review and creating detailed reports for executive staff • Optimizing and improving processes and the overall approach where necessary • Securing growth opportunities and initiating new projects
Required Qualifications and Experience
* • Around 3-4 years (for E03/E04) of progressive experience in customer service. • Experience in banking/Insurance/non-banking industry would be preferred. • Ability to identify key data sources and utilize data-driven insights to improve business decisions. • Exceptional analytical, quantitative, project/process management, problem-solving, interpersonal, and leadership skills. • Proficiency in analyzing qualitative data and paying strong attention to details. • Ability to communicate well with all levels of management / diverse set of stakeholders / colleagues in a multicultural, multinational environment. • Ability to prioritize and balance the needs of multiple stakeholders. • Being creative and provide innovative solutions to business problems, not be limited by existing methods and procedures. • Strong initiative and ability to work collaboratively (in a team environment) as well as independently. • Open and flexible to any shift in line with the business needs and stakeholder requirements.