Leadership Role - Customer Service Solution Design - BPO

Customer Service Solution Design Team

Location open for : Bangalore , Pune, Chennai and Gurgaon

Purpose / about the role: Solution Design team provides sales support for the global sales team. The job requires generating target list for given sector and region, SWOT and financial analysis, database management, track status and conversion rates, win/ loss analysis etc.

Proposal management is a key task in this team. Proposal management includes providing support and collateral that is customized to a customer situation. The role requires internal and external stakeholder management to get required inputs for a solution. The consultant will focus on the pursuit situation and provide collateral that meets/exceeds a customer's expectation.

The role may require travel to client geographies depending on the specific nature of a pursuit for activities such as Due Diligence and Process Definition.

Key Responsibilities:

- Competitive and market analysis

- Define Service market strategy

- Define the solution, commercials & pricing models

- Creating Collaterals

- Branding- Internal &External

- Understanding Client Business Context

- Partner sales alliance

- Develop the customized solution

- RFP Process - Client Interactions

- Contract negotiation

- Transition Execution

- IP extraction & refinement

- Transformation process

- Continuous process improvement

- Competency Building (for ops)

- Talent & Knowledge Management

Qualification: Graduate/ MBA

Preferred Skills & Knowledge: Excellent communication skills, sound understanding of rules and terminology associated with solution designing, sound knowledge in customer service operations, experience in Solution designing, Good interpersonal skills, structured and analytical thinking, project management skills, ability to build frameworks, Solutioning and drive best practices, experience in developing end to end solutions for clients, ability to multi task and work in abstract.

Must have skills/ experience:

- Experience of similar role (Solution Design/ Bid management for Customer Service/ Service Desk process)

- Experience of working and managing in a customer service/ technical support process

- Excellent communication skills (written and oral)

- Strong understanding of the customer service domain (not just operations)

Key Activities of the Role:

- Work with a team of onshore & offshore SMEs in the response process to RFXs and proactive bids

- Create detailed proposals, in response to RFXs, including and not limited to effort estimation, Designing proposed team structure, creating a detailed transformation plan, quantifying benefits & helping with pricing inputs

- Business development to drive revenues of the horizontal unit by being the co-owner of the Opportunity - Evaluate Design Propose Close

- Identify business opportunities, sell concepts to the client where required and influence the client to give new/additional business based on demonstrated capability and past performance of the horizontal unit.

- Showcase achievements & key differentiators of the horizontal unit to potential clients with specific case studies of existing engagements and organizational IPs/processes/initiatives

- Build future relationships and nurture existing relationships within the Industry

- Conduct conduct client presentations, estimation efforts and proposals and negotiations

- Build customized solutions pitches & proposals for future prospects.

- Create POVs & Case Studies for specific business problems, processes &/or accounts