Job Summary:
The person shall lead the client delivery team unit, to be managed with a motto of “Quality work, on Time.”

Role involves handling a team of professionals working on development of client web catalogs. He need to work on meeting the desired work SLAs with quality using various production strategies via a team of project delivery executives and Team Managers.

The profile would require a proven ability to scale up production delivery capacity by recruiting, robust training(s) and retention of team members. He/ She would be required to follow the defined processes with measurable objectives to maximize output, and move in a direction for production/ quality maximization with least lead time.

The profile includes vendor management, issue management, task management, SLA negotiation and maintenance.

Qualification:
A degree in engineering, with MBA/ PG Diploma in Management.

Experience:

• 4-6 years of industry experience, with 2-3 years of experience specific to production and client delivery, preferably in the knowledge sector. Must have handled a team in excess of 20 people. Prior experience in the online industry, and specifically to web catalog development will be an added advantage.

Candidate Profile:

• Ability to critically analyze the business sense of web-catalog in terms of page design and the message being conveyed by the content.
• Excellent people management skills in order to attract, motivate and retain talent. Should have skills to manage medium large size teams, and on a regular basis.
• Excellent interpersonal, communication and customer relation skills.
• Should exude confidence even under immense pressure and defuse crunch situations.
• Should be IT-savvy and highly process-oriented.

Job Profile:

• Will monitor processes for production and quality controls which are in line with a subsequent company quality policy.
• Will monitor the day to day production process through team heads under him.
• Will ensure adherence for metrices to measure per-team productivity with regard to delivery time, quality of catalog.
• Need to work towards achievement of monthly, quarterly, annual catalog production targets by close monitoring of key numbers including performance matrices & prepare monthly production/ quality MIS reports.
• Will also be responsible for handling customer relationship and meeting services & performance SLA’s. Handling complaint escalations.
• Interact with sales and customer care team to understand specific customer needs. Interact with clients, in case required, to provide possible solution to those needs.
• Will coach & motivate team to achieve set SLA’s, explore new ways of working to maximize performance through implementation of new initiatives & best practices.
• Would also include taking strategic decisions and resource management, which would include hiring, training and deployment of manpower.
• Will be responsible for vendor management, which will include negotiation, issue management, work flow maintenance.