Infosys BPM - Senior Domain Principal/Domain Principal - Customer Services Practice

Infosys BPM Ltd - We are hiring for Senior Domain Principal / Domain Principal (Customer Services Practice) for Bangalore location

Job details :

Role: Senior Domain Principal / Domain Principal

Role Designation: Senior Domain Principal / Domain Principal- Customer Services Practice

Sub Stream: Customer Services Practice

Location - Bangalore

Total yrs of Exp - min 14+ yrs

Below are the roles and responsibilities aligned to the above mentioned role / role designation:

1. Business Planning: Prepare business plan with practice head in order to budget revenue (A +B1), margin for the practice in each engagement, finalize target operating models in engagement depending on vertical and nature of business of the client, recruit and deploy manpower in laterals

2. Prospecting: Collaborate with Practice Head and COH in identifying new business opportunities in existing accounts (B1 revenues)

3. Key solutions implementation: Identify and collaborate for key solutions / alliances / platform groups in implementation of new solutions in the practice

4. Contracting & Agreement: Review Master Services Agreement (MSA) / SLAs from compliance and execution perspective

5. Risk Planning: Undertake risk assessment and mitigation planning, high risk project reviews and governance of complex engagements

6. Operations Management: Review resource utilization, span of control, buffer management, Operations Review

7. Initiatives and Innovation: Implement 3 to 4 global best practices in similar sub processes across all engagements in the practice and will define 3 to 4 business metrics

Preferred : 

- Extensive experience in Customer Services Practice, Delivery with Demonstrated experience of managing large Customer Service Operations, supporting Customer service outsourcing deals

- Through understanding of Multi Geo, Timezone BPM Operations, Market knowledge in Customer Service space

- Very good knowledge of issues faced by clients and should be capable of suggesting solutions

- Good understanding of upcoming trends, viz. AI, Machine Learning, Automation etc.

Mahadev Vamsi
Talent Acquisition-India|Infy HR