Telco Account Delivery Manager – Customer Operations

Overview

Telco Account Delivery Manager – Customer Operations at eClerx

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 seasoned professional who has held a delivery account management role before.

• Manage key customer accounts; including reviewing and amending 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.
• Revert 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 own the building of ad hoc and BD presentations with limited operations 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; identify and share best practices.
• Prepare Client MBR/QBR decks, participate in Client Calls and reviews.
• Identify process and business opportunities to flag 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 at all times for BLIs managed.
• Remediation of any major incident and ongoing improvement of productivity/quality.

• 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 solve problems.
• Qualification: Graduation in Computer Science, Computer Applications or related subjects.
• Critical Competencies: Ability to quickly assimilate process knowledge; strong process orientation and leadership; detail- and results-oriented, self-motivated with good analytical skills and ability to cope with pressure; excellent communication and interpersonal skills including English; professional conduct/appearance.
• 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 Fortune 2000 enterprises across industries. Founded in 2000, eClerx is a leading process management and data analytics company with global sites and delivery centers. We are an Equal Opportunity Employer and protect user data in accordance with applicable law. For more information, visit