[Job Description]

- Managing site delivery of large CRM account

- Delivery Metrics and contractual SLA management

- Day to day Client management

- Lead all client and internal calls for the process, single point of contact

- Direct Workflow, Training, and other shared services for optimum functioning of account

- Single point of contact for all financial decisions regarding the account

- Manage attrition and career planning of all employees within span of control

- Grow account strategically to increase top line for the organization

- Manage and improve profitability of the account

[Requirements]

- 10+ years’ experience

- Strong financial management acumen. Understanding of P&L

- Strong understanding of contracts and key BPO dynamics governing them

- Strong customer service orientation and client management skills

- Robust experience of driving key customer metrics like NPS

- Fundamentally a strong people manager. Should be able to guide a team to succes

- Business Level English skills