DirecciónBusiness Manager - Digital Marketing
Qualification:
• Education:
Post Graduate (preferably MBA), PMP certification or relevant domain certificationResponsibility:
Stakeholder/Business Management:
- • Deliver on financial goals for the business.
- • Prepare and report process performance metrics to stakeholders.
- • Participate in management discussions (Governance discussion, Management forums with customer).
- • Identify key cost drivers and ensure they are optimized.
- • Proactively identify opportunities for additional business with customer.
- • Identify opportunities for growth & deliver on growth commitments (number of people).
- • Anticipate & plan for new business & get involved in hiring.
- • Share value addition and best practices across teams.
- • Adopt best practices from other processes/ verticals etc.
Customer Relationship Management:
- • Manage customer relationships through regular communication with clients through weekly/ monthly reviews.
- • Discuss operational issues and Critical to Quality (CTQ) delivery issues with the customer.
- • Attend customer calls and meetings, proactively flag issues and prevent surprises.
- • Manage and resolve escalations and issues raised by customers.
- • Identify better ways to deliver anticipated customer needs or to deliver existing services that target customers value.
- • Analyze customer feedback at desired intervals and initiate ways to improve the score.
Process Improvements and Adherence:
- • Ensure compliance to the set standards/norms in order to adhere to quality standards and other compliance norms.
- • Initiate and deliver on process improvement projects to improve process efficiencies.
Project Control, Management and Review / Program delivery:
- • Drive team to achieve process SLAs / metrics – productivity and quality targets within the established timelines.
- • Ensure proper documentation and knowledge transfer as per project plan and schedule.
- • Work with support functions to enable infrastructure support to team and ensure zero downtime.
- • Prepare for infrastructure and other growth related requirements.
- • Ensure resource utilization and scheduling of end to end work.
- • Plan for resources based on volume projection and current available head count and allocate responsibilities.
- • Effective forward planning in terms of process delivery, people & client engagement.
People/Team:
- • Provide guidance and mentorship to team.
- • Drive knowledge management and continuous up skilling of the team.
- • Conduct performance appraisals for team members.
- • Manage attrition through skip level meetings, planning interventions, engagement calendars.
- • Identify training needs for direct reports and ensure domain/developmental trainings needs are met.
- • Participate in organizational initiatives such as recruitment drives, training programs etc.
- • Deliver communication received from senior management to the team members though town halls, team meetings.
