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Manager – Support Operations IRC233428
| Job: | IRC233428 |
| Location: | India - Hyderabad |
| Designation: | Manager |
| Experience: | 10-15 years |
| Function: | Product Support |
| Skills: | IT Support |
| Work Model: | On-Site/Office |
Description:
We offer:
- Interesting and challenging work in a large and dynamically developing company
- Exciting projects involving the newest technologies
- Professional development opportunities
- Excellent compensation and benefits package, performance bonus program
- Modern and comfortable office facilities
Requirements:
● 12+ years of experience, majorly in leading support operations
● Excellent academic credentials (with a Bachelor’s/Master’s degree in Computer Science or related field or relevant professional experience)
● Strong understanding of customer support metrics, customer retention & customer experience strategies
● Proven record of success in operations management, operational enhancements and change
● Project Management Experience
● Worked as Manager Operations to plan and execute international technical/customer support projects, ensure that teams have appropriate direction and resources to deliver services effectively by establishing realistic estimates for timelines and while ensuring that projects remain on target to meet deadlines
● Accountable for Governance, Service delivery, Client management, Program Management, Innovation, Financials & SLA management for all accounts assigned
● Demonstrable experience working with stakeholders/clients for understanding the requirements and align the overall vision and strategy to achieve the required results
● Provide leadership and guidance to coach, motivate, and lead team members to their optimum performance levels and career development
● Expertise in account and resource management handling large scale engagements
● Proficiency with CRM tools (e.g. Salesforce, Service Now, JIRA, BMC Remedy etc), MS Office suite, Google Suite etc
Interpersonal skills:
● Self-motivated, agile, team player, action and results oriented
● Well organized, excellent communication and reporting skills
● Ability to successfully work under tight project deadlines
● Demonstrate emotional intelligence, adaptability & growth mindset
Job Responsibilities:
● Lead Customer Services Teams and be accountable for delivery strategy, client & internal SLAs
● As a Manager, you will work with support leadership to design strategies and processes to provide an efficient and high-quality support experience to our customers. You will work closely with Support leadership and cross-functional teams to launch new capabilities, refine our existing operating procedures and drive high impact initiatives
● Develop and grow a team of Leads, SMEs, Support Engineers to deliver world class customer service
● Direct, Define team and individual goals in alignment with Global Support objectives
● Drive end-end Governance internally and in expectation with client
● Set reasonable goals for customer/technical support projects and manage the same with team on a consistent basis
● Interact with client stakeholders on daily, weekly, monthly, quarterly basis and as appropriate , respond to their questions and guide them to the appropriate service
● Create and implement an effective customer loyalty program
● Handle large scale operations located at multiple locations
● Closely work with multiple stakeholders to formulate operational and strategic roadmap for the multiple projects
● Proactively address the operational issues impacting the business and find long term solutions
● Play a critical role in building management depth by providing guidance and mentorship to all levels of leadership, as well as serving as an outstanding role model.
● Develop employees and their skill sets to expand the team capabilities and provide growth opportunities for future leaders including succession planning.
● Achieve operational excellence and drive process improvements working closely with the operations teams.
● Implementing new technologies
● Providing guidance for problems and questions
What We Offer
Exciting Projects: We focus on industries like High-Tech, communication, media, healthcare, retail and telecom. Our customer list is full of fantastic global brands and leaders who love what we build for them.
Collaborative Environment: You Can expand your skills by collaborating with a diverse team of highly talented people in an open, laidback environment — or even abroad in one of our global centers or client facilities!
Work-Life Balance: GlobalLogic prioritizes work-life balance, which is why we offer flexible work schedules, opportunities to work from home, and paid time off and holidays.
Professional Development: Our dedicated Learning & Development team regularly organizes Communication skills training(GL Vantage, Toast Master),Stress Management program, professional certifications, and technical and soft skill trainings.
Excellent Benefits: We provide our employees with competitive salaries, family medical insurance, Group Term Life Insurance, Group Personal Accident Insurance , NPS(National Pension Scheme ), Periodic health awareness program, extended maternity leave, annual performance bonuses, and referral bonuses.
Fun Perks: We want you to love where you work, which is why we host sports events, cultural activities, offer food on subsidies rates, Corporate parties. Our vibrant offices also include dedicated GL Zones, rooftop decks and GL Club where you can drink coffee or tea with your colleagues over a game of table and offer discounts for popular stores and restaurants!