Assistant Manager - CRM Delivery

Assistant Manager- CRM Delivery Introduction The Assistant Manager – CRM Delivery will be responsible for managing day-to-day delivery operations, ensuring adherence to client SLAs, and driving performance excellence. The role requires strong team leadership, the ability to address escalations effectively, and continuous improvement focus to enhance overall service quality.

Your role and responsibilities · Ensure adherence to all client SLAs and operational performance metrics. · Act as the first level of escalation for customer-related queries to ensure timely resolution and customer satisfaction. · Lead, coach, and develop team members to drive performance and professional growth. · Identify performance gaps and implement appropriate corrective action plans. · Ensure high-quality reporting and collaborate with the Operations Manager to implement effective measurement frameworks and performance reward systems. · Engage periodically with client stakeholders at middle and senior management levels to review performance, share insights, and strengthen relationships.

Required education Bachelor's Degree Preferred education Master's Degree Required technical and professional expertise · 6–8 years of experience in BPO / Customer Service Operations, with at least some exposure to team or process leadership. · Bachelor’s degree in commerce, Liberal Arts, or Life Sciences (preferred). · Strong communication skills with fluency in spoken and written English. · Ability to work effectively under pressure and manage dynamic work situations. · Strong analytical capability with proficiency in interpreting performance data. · Good judgment and decision-making skills with a solution-oriented approach. Preferred technical and professional experience · Ambitious individual who can work under their own direction towards agreed targets/goals. · Proven change management and be open to it good time management and work under tight deadlines · Proven interpersonal skills while contributing to team effort by accomplishing related results as needed · Maintain technical knowledge by attending educational workshops, reviewing publications. · We wish you great success in your career and encourage you to bring your best self to work with IBM.

Years of Experience: 6 - 8 ABOUT BUSINESS UNIT IBM Consulting is IBM’s consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients’ businesses through the power of collaboration.

We believe in the power of technology responsibly used to help people, partners and the planet. YOUR LIFE @ IBM In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better. Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer? ABOUT IBM IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 500 companies relying on the IBM Cloud to run their business. At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

OTHER RELEVANT JOB DETAILS When applying to jobs of your interest, we recommend that you do so for those that match your experience and expertise. Our recruiters advise that you apply to not more than 3 roles in a year for the best candidate experience. For additional information about location requirements, please discuss with the recruiter following submission of your application.

Job Title AM Job ID 97389 City / Township / Village Gurgaon State / Province Haryana Country India Work arrangement Onsite Area of work Enterprise Operations Employment type Regular Position type Professional Travel required No Travel Company (0063) IBM India Private Limited Shift General (daytime) Is this role a commissionable/sales incentive based position? No Apply now Experience Level Senior Level

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