DGM - Content Management Service Line - BPO/KPO

This is regarding an urgent opening in a leading MNC for DGM Content Management.

Location: Chennai

Must have worked on either of these tools like Alfresco, Drupal or Documentum.

The Content Management Service Line Leader will have overall responsibility of all work done by the Content Management Services team and by any sub-contracted third party.

- Experience in building and managing large content management teams

- Content management for education products.

- Customer focused, data driven and focused on metrics and KPIs

- Track record of delivering material continuous improvements to content related business processes

- Able to oversee multiple in flight projects

- Hands on and proactive leadership qualities

- Excellent communication skills

Ensure supply of skilled and trained resources to meet demand for services in their service line.

- Define Learning and development strategies and plans to ensure the workforce has the necessary skills and career development paths.

- Develop and implement process and domain knowledge management and talent retention strategies and plans.

- Maintain proactive oversight of delivery from within their service line, ensuring service levels are met or exceeded and all agreed metrics and KPIs demonstrate an improving trend.

- Identify risks before they manifest as issue, escalating to client stakeholders as necessary to provide transparency and to implement mitigation plans.

- Proactively work with account managers to resolve any delivery issues and / or dependencies arising on specific products or programs.

- Drive collaboration between service lines and identify upstream and downstream opportunities for improvement and develop continuous improvement plans that drive efficiency.

- Monitor the wider industry for innovations and best practices that can be adopted within the service line and more broadly. Work with Account Managers to communicate these to client stakeholders.

- Contribute to the development of strategic workflows to drive continuous improvement and enable delivery of digital products

- Input to planning and requirements development for tools development and enhancement.