Sr GM Technical CC Head

MISSION - WHY THIS POSITION EXISTS · As a leader of Technical CCC, this role holder has to manage both operational and strategic responsibilities. · At an operational level, CCC leader has to o Ensure that every day transactions are responded to customers’ satisfaction (, interactions an year) o Ensure every transaction is completed within the SLAs agreed with the businesses and customers’ expectations o Have a complete understanding of Technical support process and service level agreement with the countries in the support scope. o Ensure every escalation is handled carefully and closed in the system on time with proper analyze and the reasons behind the escalations to ensure they don’t recur. o Use process simplification and digitization, automation etc. to achieve efficiency year on year and also to improve customer SLAs (viz. chatbots / RPAs / other automations etc.) o Increase the contribution to revenue generation YoY through inbound technical queries. o Accountable for developmen...