Telco Account Delivery Manager

Overview

Telco Account Delivery Manager

Location: Manila, Philippines
Type: Full-time
Department: Customer Operations

Summary: We are seeking an experienced account delivery manager with over 8 years of proven expertise in technical support/help desk processes and experience working with senior leadership. This role requires a delivery account management professional who has previously held a delivery account management role.

• Manage key customer accounts; review and amend SoWs, ensuring processes are compliant with the terms of the SoWs.
• Handle critical situations and prevent escalations.
• Ensure quality and efficient delivery for projects through effective coordination with client and service delivery team.
• Communicate effectively and regularly with the client, developing a strong consultative customer relationship.
• Prepare and circulate Client / Vendor Decks.
• Lead Client / Vendor reviews / calibrations.
• Respond to client/vendor queries on routine issues.
• Provide innovative ideas to optimize internal metrics and ensure critical metrics are met timely.
• Communicate expectations to Operations team members and provide timely business updates and changes to ensure high client satisfaction.
• Manage and build Ad hoc and BD presentations with minimal ops involvement.
• Ensure all client deliverables are met within timelines.
• Ensure services rendered are relevant to changing client and industry needs.
• Audit and identify performance-related issues and develop an action plan for improvement through remedial training.
• Develop specialization by developing white papers and share best practices.
• Client MBR/QBR decks, client calls, and reviews.
• Identify process and business opportunities that can be flagged to the client as “value adds.”
• Track and manage SLAs for all projects; report progress to client and internal stakeholders.
• Undertake Business Process Improvement projects; ensure KPI control and compliance.

• Must Haves: Good communication skills – verbal & written; good customer handling skills; experience in cable or telecom industry; ability to adapt to perpetual changes as per business requirements; flexible for 24x7 shifts; good knowledge of Excel.
• Good to Have: Experience in client engagement; experience in BPO/KPO; experience in a technical support/help desk process; ability to analyze information and evaluate results to choose the best solution.
• Qualification: Graduation in Computer Science, Computer Applications or related subjects.
• Critical Competencies: Ability to quickly and efficiently assimilate process knowledge; strong process orientation and leadership skills; detail- and result-oriented; self-motivated with good analytical skills and ability to cope with pressure; excellent communication and interpersonal skills including English language skills; professional in conduct/behavior, appearance, and communication.
• Additional Competencies: Project Management, Motivation, Time Management, People Management, Client Management.
• Behavioural Attributes: Ability to work in teams; flexible to work in rotational US shifts; eye for detail; should not have any commitments – part-time courses, tuitions, etc.

eClerx provides business process management, analytics, and automation services to a number of Fortune 2000 enterprises, including some of the world's leading companies across financial services, cable & telecom, retail, fashion, media & entertainment, manufacturing, travel & leisure, software and high-tech. Incorporated in 2000, eClerx is one of India's leading process management and data analytics companies and is today traded on both the Bombay and National Stock Exchanges of India. eClerx employs 17,000+ people across its global sites in the US, Canada, UK, Australia, Italy, Germany, Switzerland, Dubai and Singapore, along with its delivery centers in India and Thailand.

eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law. We are also committed to protecting and safeguarding your personal data. Please find our policy here.

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Management and Manufacturing
• Industries: IT Services and IT Consulting