Service Operations Manager - Analytics

Service Operations Manager - Analytics

Job Profile:

- Conduct detailed analysis on Customer Service across the enterprise & develop strategies that will enable Customer Service organizations to increase the interaction experience, efficiency and effectiveness

- Define the architecture required to deliver the proposed Operations & Analytical solutions, within the context of the client’s current operating model

- Design and conduct thorough solution programs, lead rollout design and execution efforts as part of large-scale, extended-duration transformational programs

- Manage projects involving Customer Service Process Design and optimizations, Service Workforce optimization and Vendor Management, Warranty & Field Service optimization

- Provide estimates of time and cost to implement targeted solutions, based on client business needs, existing business capabilities, and current processes

- In addition it is expected that the Manager is accountable to create Client sales proposals, price proposals & take accountability for the final delivery and client satisfaction.

- The Manager may also be responsible to monetize MDI budgets associated for Asset development

- Strong experienced in analytics, budgeting & forecasting and vendor management

- Experience in Reporting, Analysis or Analytics, using SQL, SAS, MS Excel Macros, or any other Analytic tool.

Basic Qualifications:

- MBA with 8+ yrs of experience in Customer Service Operations

- Has worked in Back Office & Front office Service Operations of Banks or Telecom firms

- Quality Certifications like Six Sigma, Lean Signa, COPC, etc is a definite plus

Please forward applications to sonia@green-tree.in