Lenovo

Job objective:

Oversee and manages the effectiveness of Service delivery operation along with continuous monitoring and strengthening the business system and its processes. In this role, you will act as catalyst to help eliminate CX detractors while improving operational excellence throughout the Delivery organization.

Responsibilities and accountabilities of the position:

• Own & drive customer satisfaction as an individual and help achieve aspiration India OSAT goals

• Improve processes to better Customer satisfaction

• End User Experience - feedback Analytics

• Drive Initiatives wrt End User Experience focus by improving service methods, phasing key customer strategies and arrangements by recommending operational practices across region

• Marketing Engagement to bring in the gain in customer Perception about Lenovo services

• Drive cost efficiency in every part of our operations to achieve aspiration Delivery Tier 1 (CPMM & e/r )India targets

• Drive Services transformation –technology adoption/ processes

• Drive Key Standalone Service enablers projects

• Drive the Quality Management System for the organization

• work with business stake holders to identify improvement areas and solution

Key Performance Indicators:

• Region Tier 1 KPI – CX and Cost

• Quality Measurement based on Audits

• Project Yields

• Operation Effectiveness measurement (Tier 1 KPI of Each tower)

Other Dimensions:

• Revenue:

• Market Share:

• Budget:

• Team size: 2 Direct Lenovo Badged

• Number of partners/ External Contractors: (20 + 3 =23)

Business stakeholders:

• Internal: Services Team (India & AP), ASD , Upsell Team

• External: Partners

Education/ Qualification:

• Must Have: Bachelor's Degree

• Desired: Master’s

Work Experience

• At least 18 years’ experience in technical /industry /Service delivery experience

• At least 10 years’ experience in Project Quality Assurance or Process management

• Experience in Quality Management Systems and Business Continuity System audits

Key functional/technical competencies:

• Good organizational, time management and documentation skills.

• Lead Projects or Programs to improve process and efficiency in the system

• In depth knowledge of Quality management systems and contact center operation

• Ability to make fair, objective and consistent judgments and decisions.

• Ability to handle multiple tasks, details, and interruptions. Strong attention to detail.

• Ability to adhere to all organizational policies and procedures.

• Awareness of Lenovo Product & Integrate Applications

Key Behavioral competencies:

• An energetic, self-motivated team player

• Strong communication & interpersonal skills

• A demonstrated ability to build and lead a dynamic and highly motivated team

• Willing to work in a multi-culture organization.