Account Delivery Manager

1 week ago

Manila, National Capital Region, Philippines eClerx Full time

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 process, and working with senior leadership. This role requires a seasoned professional who has been in a delivery account management role before.

Responsibilities

  • 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 undertaken through effective coordination with client and service delivery team.
  • Communicate effectively and regularly with the client, developing strong consultative customer relationships.
  • 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 & 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 building of Ad hoc and BD presentations with little ops involvement.
  • Ensure all client deliverables are met within timelines.
  • Ensure services rendered are relevant to the changing client and industry needs.
  • Audit and identify performance-related issues and develop an action plan for improvement by remedial training.
  • Develop specialization by creating white papers.
  • Identify and share best practices.
  • Client MBR/QBR deck, Client Calls, 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.
  • Communicate effectively with the team and internal stakeholders.
  • Undertake Business Process Improvement projects.
  • Ensure control on KPIs and compliance at all times for BLIs managed.

Expected Outcome:

  • Ensure all client deliverables are met within timelines.
  • Ensure productivity/Quality enhancement and processes meet all metrics.
  • Remediation of any major incident.
  • Client MBR/QBR deck, Client Calls, reviews.

Eligibility Requirements

  • Must Haves:
    • Good Communication Skills – Verbal & Written (Comprehension).
    • 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 and solve problems.
  • 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 & result-oriented, self-motivated with good analytical skills & 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.

About eClerx

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. For more information, visit www.eclerx.com.

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.

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