Carries CSAT and ESAT as key responsibilities.

Responsible for SLA delivery for all customers in the region.

Should perform regular reviews with team members and with key customers in the region.

Should ensure service readiness for key accounts and take escalations / complaints from all his customers as a single point of contact for all service delivery issues.

Should build and manage relationships with various teams to ensure interlocking and managing without authority to achieve timely results.

Should be able to take initiatives and drive key objectives like remotizing service delivery, productivity enhancement, attrition control, and team building with right skill mix.

Should ensure training and development plan for all the team members, regular touch time with the team, job role rotation and mentoring.

As a senior leader, should become role model for the team and ensure the team is motivated and focused.

Should ensure customer satisfaction and operational excellence.

MBA with relevant experience.

Should have a good experience and high amount of skill in developing staff.

Should possess high amount of Customer Service Orientation.

Need to be very good in terms of planning and delivery.

Should be very strong in terms of oral and written communication skills. Should be able to persuade people to accept his view-point.

Should possess a strong initiative and drive.

Should be able to build and maintain relationships at a high level.

Needs to be decisive.

Should possess a high amount of concern for excellence.

Should have a good exposure to people management.

Should be able to manager things in times of crisis.

Should possess a high amount of problem solving skills.