DGM � SLA Management

Symmetrical Global Search Pvt Ltd; Pune District; On-site; INR 4,50,000 - 6,75,000; Full time

Job summary

A leading customer service provider in Pune is seeking a candidate to lead Technical Support operations for ATM Machines across India. The role includes managing a large team and ensuring customer satisfaction through strategic operational reviews. Ideal candidates will have experience in service delivery and incidents management, with a focus on developing strong relationships with clients. This position promises significant responsibilities in a dynamic environment.

Responsibilities

• Lead Technical Support operations and service delivery of ATM Machines.
• Oversee Incident Management and Customer Support teams.
• Conduct operational reviews to ensure project performances meet goals.
• Develop relationships and manage expectations of Pan India clients.
• Set up operational processes and conduct Root Cause Analysis.
• Establish Performance Management systems for employee improvement.
• Manage costs and achieve financial targets.
• Conduct check-ins with Clients to ensure satisfaction.

Job description

Delivery of excellent customer service, customer engagement, and improvement in customer satisfaction.

Service delivery improvement and SLA management.

Tracking field quality performance of resource, service, and products.

Key Responsibilities

• Lead Technical Support operations and service delivery of ATM Machines for all leading Banks across India.
• Lead the Incident Management, Customer Support, and Business Intelligence team with a resource count of 300 plus.
• Conduct Monthly/Quarterly operational review with Managers and Assistant Managers to ensure project financial, SLA, and customer-oriented performances meet company strategic goals.
• Develop strong customer relationships and manage expectations of Pan India clients through meetings and presentations at the corporate level.
• Set up operational processes and policies, conduct Root Cause Analysis for quality and service improvements, and predict resource requirements and budgeting for the support center.
• Establish an effective Performance Management System for improving employee performance.
• Manage costs, business exigencies, and achieve financial targets set by management.
• Conduct periodic check-ins with Clients to ensure customer satisfaction and retention, and obtain testimonials, references, and product reviews.