GTL Customer Success and Operations team - Assistant Manager - Hyderabad

Hyderabad, Telangana, India

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Position Summary

Job Description

  • ·       Manage the day-to-day operation of a team including timesheets, monthly reports, shift rotation schedules, current project status and task information
  • ·       Ensure high level of customer satisfaction is maintained. Meet the SLA standards and achieve higher Resolution rate.
  • ·       Assist in developing and maintaining internal documentation like standard operating procedure, Knowledge Articles, escalation matrix, support process lifecycle using tools like MS word and MS Visio to facilitate compliance
  • ·       Assist in onboarding new tools for support team
  • ·       Promptly report Product enhancements and defects to Development team using Problem management framework
  • ·       Participate in Dev/DevOps & Cross functional meetings to collect news on upcoming products and features.
  • ·       Provide guidance and onboard new team members. Train and Mentor New Hires on upcoming products/projects
  • ·       Maintain global tools that are part of the portfolio and support changes in standard process and/or best practices or technology
  • ·       SME/ “Go to” on all processes and best practices – use this to drive change, think innovatively to make an impact, team with other members to achieve consistency and contribute to development of service
  • ·       Prepare necessary presentation documents for business review meetings.
  • ·       Offer guidance and help the team members to execute efforts for providing timely resolutions to the users
  • ·       Understanding strategic services and industry standards that are relevant to the customer/application support industry
  • ·       Ensure the processes are followed by the team to delivery excellent customer service
  • ·       To provide technical product assistance to Deloitte clients and internal stakeholders .
  • ·       Adopts consultative approach to identify client needs and participates in discussion with internal/external clients.
  • ·       Product support management, Quality Audit, Operational excellence & Stakeholder management
  • ·       Manage and maintain ongoing internal projects relating to Metrics reports, client's requirements, product enhancement report.
  • ·       Train and Mentor New Hires on upcoming products/projects
  • ·       Apply Deloitte standards (e.g., copyright, visual identity) and guidelines (e.g., style guide, checklists, etc.) to project deliverables
  • ·       Work closely with the product support leads and aid the team by taking the role of back-up Lead.
  • ·       Volunteer to take part in various initiatives at the business, or firm-level (GTLOH, USI, Global).
  • ·       Manage Client issues and lead the client calls while troubleshooting the client issues. Troubleshoot technical issues by running Diagnostics tools remotely with clients.
  • ·       Take part in process improvement initiatives by Identify gaps in the process and work with the product leads in filling those gaps

People Management

  • ·       Lead, Coach and Develop team members
  • ·       Access the team’s training needs and organize the relevant trainings
  • ·       Share the technical and domain knowledge with the team on regular basis
  • ·       Build personal brand within team and GTLOH
  • ·       Play an integral role in developing and fostering positive work environment

Requirements:

  • ·       Senior level Support / Application L1 Support/ Call Center experience with 6-8 years of progressive responsibility
  • ·       Excellent presentation skills, Customer service, written and verbal communication skills
  • ·       Knowledge in desktop management tools and technology to support customer/end-user. Understanding of product release support.
  • ·       Strong analytical & Problem-solving abilities with solid understanding of IT Governance, ITIL & Internal Controls. Understanding of agile methodology
  • ·       Experience in managing Global Teams, Cultures and Time-zones, Project & Stakeholder mgmt.
  • ·       Lead Quality & E2E & Knowledge mgmt. frameworks.
  • ·       Mentoring & coaching
  • ·       Strategic thinking and decision making on complex projects
  • ·       Manages & coaches multiple AMs with teams.

Ø   Comfortable to work in 24*7 environment (rotating shift changes up to every month)
Our purpose

Deloitte’s purpose is to make an impact that matters for our people, clients, and communities. At Deloitte, purpose is synonymous with how we work every day. It defines who we are. Our purpose comes through in our work with clients that enables impact and value in their organizations, as well as through our own investments, commitments, and actions across areas that help drive positive outcomes for our communities. 
Our people and culture

Our inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ways of thinking, ideas and perspectives, and bring more creativity and innovation to help solve our clients’ most complex challenges. This makes Deloitte one of the most rewarding places to work.
Professional development

At Deloitte, professionals have the opportunity to work with some of the best and discover what works best for them. Here, we prioritize professional growth, offering diverse learning and networking opportunities to help accelerate careers and enhance leadership skills. Our state-of-the-art DU: The Leadership Center in India, located in Hyderabad, represents a tangible symbol of our commitment to the holistic growth and development of our people. Explore DU: The Leadership Center in India.
Benefits to help you thrive

At Deloitte, we know that great people make a great organization. Our comprehensive rewards program helps us deliver a distinctly Deloitte experience that helps that empowers our professionals to thrive mentally, physically, and financially—and live their purpose. To support our professionals and their loved ones, we offer a broad range of benefits. Eligibility requirements may be based on role, tenure, type of employment and/ or other criteria. Learn more about what working at Deloitte can mean for you.
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Requisition code: 328112