Deal Contract Assist Concierge Manager

Infosys; Selangor; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading IT services company based in Malaysia seeks an experienced professional with 6-7 years in a BPO environment and strong team management skills. The role focuses on managing deal prioritization, supporting escalation processes, and enhancing operational efficiency. Candidates should possess a Bachelor's degree and excellent communication, problem-solving, and analytical skills. This position offers the opportunity to work collaboratively with diverse stakeholders in a dynamic environment.

Qualifications

• 6-7 years of experience in a BPO environment and 3 years in managing a team.
• Understand client needs and provide solutions.
• Experience in working on Lead to Cash would be handy.

Responsibilities

• Focus efforts in cadence meetings on deal prioritization and exception handling.
• Collaborate with agents for preparation work for effective cadence meetings.
• Manage exceptions required to process deals that do not follow standard rules.
• Identify opportunities for process enhancements to improve efficiency.

Skills

Exceptional communication skills (written and verbal)

Excellent customer service and interpersonal skills

Good problem-solving skills

Ability to work collaboratively with multiple stakeholders

Good analytical skills

Excellent time management skills

Education

Any Bachelor’s degree

Job description

Responsibilities

• Focus efforts and partake in all cadence meetings on deal prioritizations; exception handling and highly critical cases (“Red Button”)
• Collaborate with agents on deep-dive knowledge in preparation work for effective cadence meetings
• Hands-on with L1 escalations and resolve challenges before any official management escalations. Daily involvement in support to agent and Seller on all relevant discussions and meetings
• Providing accessibility and agility to cross-support regional POD teams on prioritized / urgent cases
• Supporting Service DeliveryLeads on meetings withSales Leads on feedback andissues as needed
• Exception handling: Manages exceptions that are needed to process a deal that does not follow the standard processing rules.
• Deal prioritization: Reviews prioritization requests from MS and works with operations to prioritize the cases and follow through providing regular updates to the requestor.
• Deal consulting: Works with MS business support teams to review critical deals and identify the exceptions required to process the deal and the level of approvals needed
• Escalation support: Manages cases that have been escalated and provide resolution working along with operations.
• Identify potential opportunities for process & policy enhancement to improve efficiency and experience.

Requirements

• 6-7 years (for 5B) of experience in a BPO environment and 3 years in managing a team.
• Any Bachelor’s degree.
• Good problem-solving skills.
• Understand client needs and provide solutions
• Experience in working on Lead to Cash would be handy

Skill Set

• Exceptional communication skills (written and Verbal)
• Proven ability to manage Escalations with Customers (preference: currently performing this role)
• Excellent customer service and interpersonal skills
• Ability to work collaboratively with multiple stakeholders
• Good analytical skills
• Pro-actively identify and address issues
• Excellent time management skillsAbility to effectively triage based on complexity/criticality