Short Description
As a member of the team, you will participate in meeting service levels, key measurement targets of the team, delivers a high quality and cost-effective service and oversees the process (or part of process) and customer service decisions according to Capgemini methodologies, desk-top procedures and policies. You can take leadership to ensure the delivery of a customer focused service with highly proficient process knowledge, the ability to innovate and continually strive to improve the process and services delivered to the client.
Qualifications
English - minimum B2 level
Related business knowledge and experience (service delivery and people management)
R2A Report-to-Analyze experience (OTC and R2R will be an asset)
Strong client relationship management skills
Impact & influence skills
Process management and improvements skills
Good client facing and presentation skills
Change management skills
Able to work on multiple tasks in demanding environment and work with people from diverse cultures
Ability to work effectively under time pressure and with deadlines
Teamwork approach
Flexibility, ability to deal with ambiguity and change
Job Responsibilities
Assures sufficient resources to perform operations for the Client
Creates, leads and develops strong and effective teams, motivated towards effective performance and objectives realization
Ensures that all targets and deadlines described in KPIs and SLAs are met according to Client’s expectations
Manages turnover and recruitment processes for the project
Accurately forecasts and manages costs and profitability for the project
Takes care of quality improvements
Plays a role model to influence other individuals behavior and professional development
Defines new opportunities by identification of potential areas where scope of project can be increased
Encourages the Client to identify other areas that could have the impact on scope increase
