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Responsibilities
- Serve as the lead point of contact for SVC management matters and partner with Delivery Location Leadership to assess resolutions for the Client teams
- Build and maintain strong, long-lasting client relationships
- Align Delivery of Services for Respective Markets based on the Contractual Staff alignment and scope
- Develop trusted advisor relationships with brand teams that actively work with the Service Centre teams
- Ensure the timely and successful delivery of SVC Services and are meetings the required KPIs agreed with the Market
- communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
- Identify Potential Business Support with existing clients and identify areas of improvement to meet the required Service expectations
- Track key Market KPIs for the Service Centre metrics (Volumes, TAT, Quality of Services, SLAs, Client Feedback, etc.)
- Partner with the SVC team to present Weekly/Monthly / Quarterly Reports for Internal and External Stakeholders
- Assist with challenging client requests or issue escalations as needed for SVC or on behalf of SVC
- Establishing working relationships with e-commerce Vendor partners who are actively working with SVC to deliver common goals for the Client Brand teams
- Understanding the Key Business Drivers for the E-Commerce channel and managing channel forecasts of Volumes expected to ensure appropriate staffing/alignment with SVC
- Collaboration with internal and external stakeholders to achieve the desired share in each category.
- Ensure Adoption of the SVC Services across all brands in the Market and applicability of required tools/processes, i.e., Workflow Management, etc