Job Position : DGM – SLA Management

Job Description :

Delivery of excellent customer service, customer engagement & improvement in customer satisfaction
•Service delivery improvement & SLA management.
•Tracking field quality performance of resource, service & products.
•Lead Technical Support operations and service delivery of ATM Machines for all leading Banks across India
•Responsible to lead the Incident Management, Customer Support and Business Intelligence team with a resource count of 300 plus.
•Responsible for conducting Monthly / Quarterly operational review with the Managers & Assistant Managers to ensure that project financial, SLA and customer oriented performances meet the company strategic goals and goals set for the project.
•Develop a strong customer relationship and manage expectation of Pan India clients– involves meeting & presentations at corporate level; India Co-ordination point for Clients.
•Setting up all Operational processes and policies, Root Cause Analysis for quality & service improvements, optimum productivity, predicting resource requirement & budgeting for the support center.
•Ensuring that the roles, responsibilities and KRAs of the ground level team managers and above are clearly known and followed, establish an effective Performance Management Systems for improving employee performance.
•Manage costs, business exigencies, and achieve financial targets set up by management.
•Conduct periodic check-ins with Clients to ensure customer satisfaction and retention. Work with Clients to obtain testimonials, references and product reviews.

Company Name : Client of Symmetrical

Location : Pune

Job Code : HR/SGS/241

Experience : 8

Job Salary

Last Date To Apply : 30.7.2014

Posted on : 20.06.2014