Opportunities

This is an HR generalist role and its responsibilities will cut across multiple HR functions. The specific functions will depend on your prior experience and capabilities.

You will be reporting to the HR head and will be a senior member of the HR team at Netscribes. You will have end-to-end ownership of all people-related functions for Kolkata and will also own multiple responsibilities cutting across locations.

The overall HR team at Netscribes has 12 people and a part of this team will report into this role. Some of your key responsibilities will be -

• HR Business Partner – You will work with one or more business divisions across locations to drive the people agenda for these divisions.
• Location lead – You will be responsible for the entire HR function for Kolkata (approx. 700 people).
• Talent acquisition – You will support the talent acquisition team, especially for niche hiring for mid and senior management. You will also be actively involved in the hiring of talent for Insights. Depending on your interests and past experience, you will also play a role in campus hiring, other channels for hiring, and employer branding.
• Learning and Development – We are in the process of setting up a Learning and Development function at Netscribes. You will work actively in this space to help design and execute the L&D agenda.
• HR strategy and organizational design – As we continue to grow and constantly add new business lines, we are also evolving in terms of our HR strategy. You will have the opportunity to contribute to defining and executing this strategy depending on your expertise and interest.
• Involved with other functions like employee engagement, rewards and recognition, and compensation and benefits.

• 10+ years of experience across different functional areas of HR.
• Must have led teams of at least 5 people and handled employee strengths of at least 500.
• Must have strong expertise in one or more of the following HR functions -
1. HR Business Partnering
2. Talent Acquisition, especially for niche hiring for middle and senior management
3. Learning and Development
4. Organizational Design
5. Compensation and Benefits
• Must have past experience in defining HR policies and processes and gradually embedding them into the organizational culture.
• Prior exposure to working with the executive leadership or with the HR leadership of the firm will be a strong positive.
• Comfort with HR technology systems would be a strong positive.
• Any past experience in managing business growth and interacting with customers / partners either as part of the HR team or while leading other functions in an organization would be relevant.
• Academic qualifications: MBA / Post Graduation from premier institutes preferred, but is not mandatory.
• Willingness to work hands-on in a growing organization, in the midst of an unstructured, fast-paced environment.
• Willingness to inculcate a culture of creative thinking and going beyond established norms for engaging with employees.
• Ability to understand the business context and align HR’s actions to overall business goals.

1. Client Delivery and Project/Account Management: On time, high-quality client delivery for a designated portfolio of accounts. (~70%)

• Quality Management: Define guidelines and processes for quality control. Review deliverables across accounts and mentor the team on quality improvements.
• Timelines: Monitor client communication and ensure that committed timelines are met. Manage client expectations so that reasonable timelines and effort estimates are set.
• Process Management: Establish processes to track projects and ensure 100 percent compliance with internal systems and quality benchmarks.
• Allocation and Planning: Manage daily resource allocation across projects.
• Customer Relationship Management – Build strong relationships with stakeholders in the client organization. Join key review meetings with the client to understand requirements, elicit feedback, manage expectations, and offer recommendations and consulting services, wherever necessary.

2. Team Management: Manage designated team and support overall recruitment & training efforts of the department. (~15%)

• Actively manage and mentor a team of direct and indirect reports. Take ownership of their bandwidth utilization, training, and overall growth trajectory.
• Support and lead department-wide recruitment and training efforts to build a strong independent team.

3. Pre-Sales and Solutioning: Drive high conversion of new opportunities into revenues. (~15%)(~15%)

• Work actively with the sales team to build solutions and respond to RFPs for new and existing clients.
• Take the lead on client conversations, advise clients on their content strategy, and suggest ways in which Netscribes can help.
• Oversee pilots, proof of concepts, pricing, and estimation for new opportunities.
• Constantly drive development of new offerings that can excite clients and help the team stay abreast of the latest innovations in content marketing.

• Between 8-12 years of relevant experience in the content marketing space, with at least 5 years of experience in a managerial role.
• Understanding of contemporary content marketing tactics, business models, different types of global English (UK v/s US etc.).
• Strong verbal communication skills.
• Excellent writing and editing skills. Capable of elevating the quality of project deliverables to meet international standards of quality expected by global clients.
• Ability to work with project managers to manage multiple projects simultaneously.
• Ability to work under pressure and handle tight deadlines.
• Must have exposure to at least 2 of the following industries - Technology (IT services, IT products), Telecommunications, Engineering, BFSI, Supply Chain, and eCommerce.

• Will be part of the senior management for the eCommerce business.
• Delivery management
  • Responsible for delivery management of all ongoing projects. Will work with multiple team leads and project managers to ensure on budget, on time delivery.
  • Manage client expectations and communication
  • Manage quality control through effective processes and ensure SLA compliance.
  • Ensure compliance with internal systems and quality policies.
• Constantly identify opportunities for enhancing productivity using automation and process improvements.
• Pre sales support a. Execute pilots for new clients b. Develop cost estimates and pitch decks to support the sales team.
• Team development a. Mentor and train team leads and project managers. b. Lead the recruitment and training initiatives.
• Identify and incubate new offerings for eCommerce and evangelize them with existing clients.

• At least 5+ years of relevant experience in eCommerce solutioning and deliver
• Demonstrated experience of managing large teams (more than 100 people). A strong background in project and process management is essential.
• Demonstrated experience of working with content based processes, which may or may not be in the eCommerce domain.
• Any past experience in eCommerce would be preferable.
• This will be an independent, senior role. The person needs to have the ability to come up with solutions rather than list out problems. Needs to be willing to take risks, make mistakes and learn along the way.
• No specific parameters are being defined for age / educational background / years of experience.

• Onboard new clients for e-commerce services in the US. This role is focused on hunting rather than farming.
• Focus on opportunities that can grow into USD 1 Mn + accounts within a 12-month period.
• Identify prospects, run sales campaigns (with / without the assistance of inside sales), initiate conversations and develop relationships.
• Understand our existing service portfolio for e-commerce services and be a part of defining new solutions to take to market.
• Work closely with the operations teams on executing pilots with the end goal of client delight and client acquisition.
• Leverage existing networks and existing knowledge of the US online retail space to bring in new relationships.

• Proven hands-on experience in selling services to online retailers and eCommerce marketplaces in the US
• 5+ years of experience in selling to international clients is a MUST
• We are looking for people who have an existing network or relationships in the US market
• Prior experience in selling services will be considered relevant. Experience in selling products is not relevant for this role.
• Past experience in selling recurring, high-value, long-term deals would be an added advantage
• Excellent communication skills
• Ability to build and nurture relationships and a persistent, positive attitude
• Business-to-business, customer relationship management, client servicing skills
• Proven expertise in creating and maintaining relationships with senior decision makers in global corporations

• Healthcare - Pharma, medical devices, and healthcare technology. Consulting or investment firms targeting these domains could also be potential clients.
• Market Research – Market research firms, consulting, advisory, professional services and investment firms. The focus services would be primary research and data collection using CATI, online surveys and other methodologies. All the other services listed above would also be relevant. Strong understanding of quantitative and qualitative research is a must.
• TMT - Information technology, telecom, semiconductors, medical devices, gaming, consumer internet, industrial technology. Consulting or investment firms targeting these industries could also be potential clients.

• 7+ years of hands-on experience in selling data, research, market intelligence or related services in the relevant domain
• Prior experience in selling to international clients is a MUST
• We are looking for people who have an existing network or relationships in the target market
• Prior experience in selling services will be considered relevant. Experience in selling products is not relevant for this role.
• Past experience in selling recurring, high-value, long-term deals would be an added advantage
• Excellent communication skills
• Ability to build and nurture relationships and a persistent, positive attitude
• Business-to-business, customer relationship management, client servicing skills
• Proven expertise in creating and maintaining relationships with senior decision makers in global corporations

• Will be part of the project management team for the eCommerce business
• Responsible for end-to-end delivery management of new and/or existing projects
• Manage client expectations and communication
• Manage the P&L for projects ensuring margins and client SLA’s are consistently met
• Work with new and existing team members towards ensuring a robust and ongoing training plan
• Support the pre-sales team to execute pilots towards winning new business from prospective clients
• Constantly identify opportunities for enhancing productivity and quality via process improvements
• Work towards growing the business by offering insights on new service opportunities
• Ensure compliance with internal systems and quality policies

• At least 5+ years of relevant experience in eCommerce solutioning and delivery
• Demonstrated experience of managing large teams (more than 100 people). A strong background in project and process management is essential.
• Exposure to a wide range of projects managed for marketplaces, retailers or brands would be an added advantage
• No specific parameters are being defined for age / educational background / years of experience.

• Lead the solutioning and proposal development for all new business across Insights
• Act as the strategic thought partner for senior management and sales – and drive key initiatives w.r.t. business growth
• Act as a seamless interface between the sales and the ops teams
• Be the SPOC for sales team for all Insights pre-sales activities
• Revamp/upgrade and maintain collaterals, samples, case studies, etc.
• Develop and maintain self-service KMS

• Strong analytical and solutioning skills
• Strong research skills; must have worked as a project manager (delivery) for 9+ years
• Strong project and process management skills
• Experience of working in similar set-up (pre-sales team) a plus

• Client delivery and project management (75%)
  • Responsible for end-to-end project management and client delivery
  • Ensure client satisfaction by providing high-quality client deliverables with actionable insights
  • Manage multiple client engagements at any given time and work hands-on on client projects
  • Collaborate with other teams as and when required (for client projects that have a primary research, analytics, content, etc. component in addition to secondary research)
• Client communication and account management (~15%)
  • Lead client communication independently throughout project lifecycle
  • Play the role of an account manager on specific client accounts i.e. engage with relevant client stakeholders to understand their priorities/challenges, be a thought partner and suggest solutions, build rapport, keep track of key organizational changes, keep track of market changes that may impact client business, keep relevant stakeholders at NS updated, etc.
• TMT capability development (~10%)
  • Keep a tab on the solutions out in the market pitched to tech firms (existing clients or prospects), key business challenges and unmet needs, identify and help develop solutions to cater to those needs
  • Work closely with the sales team to develop relevant solutions and pitches for prospects
  • Develop proposals for new engagements, lead proposal discussions with clients (when required), help close deals
  • People management (recruitment, training, mentoring)

• Deliver high quality outputs while working on client projects in the market intelligence / secondary research space for TMT clients – with minimal supervision. This includes:
  • Conducting research in the most effective and efficient manner (using a combination of sources and methodologies) to gather relevant information
  • Analysing information to derive relevant insights for the clients
  • Preparing client-ready output (PPT in most cases, or Word or Excel)
• Adhere to all internal timelines
• Collaborate with other teams as and when required (for client projects that have a primary research, analytics, content, etc. component in addition to secondary research)
• Contribute to client communication (calls / emails) throughout project lifecycle
• Provide the required guidance to the associates on the project, with their work
• Take ownership of specific modules of the overall project

• Strong secondary research skills – and experience of working on custom market intelligence / research projects for external clients a must
• Excellent business (report) writing skills
• Attention to detail
• Strong analytical skills
• Proficiency in PowerPoint, Word and Excel
• Excellent written and oral communication skills

• Independently lead and execute client projects in the market intelligence / secondary research space for TMT clients
• Ensure client satisfaction by providing high-quality client deliverables with actionable insights
• Collaborate with other teams as and when required (for client projects that have a primary research, analytics, content, etc. component in addition to secondary research)
• Lead client communication independently throughout project lifecycle
• Over time, play the role of an account manager on specific client accounts i.e. engage with relevant client stakeholders to understand their priorities/challenges, be a thought partner and suggest solutions, build rapport, keep track of key organizational changes, keep track of market changes that may impact client business, keep relevant stakeholders at NS updated, etc.
• Over time, start playing a larger role in people management i.e., recruitment, training, building capabilities in the secondary research space

• Experience of handling custom market intelligence / research projects for external clients a must
• Strong project management skills. Ability to execute projects independently
• Excellent communication skills, ability to engage with global clients (past exposure to US clients desirable)
• Well versed with working on MS PPT, Excel and Word

• Independently lead and execute client projects in the market intelligence / secondary research space for clients across sectors such as CPG, BFSI, Retail, Consulting, etc.
• Ensure client satisfaction by providing high-quality client deliverables with actionable insights
• Collaborate with other teams as and when required (for client projects that have a primary research, analytics, content, etc. component in addition to secondary research)
• Lead client communication independently throughout project lifecycle
• Over time, play the role of an account manager on specific client accounts i.e. engage with relevant client stakeholders to understand their priorities/challenges, be a thought partner and suggest solutions, build rapport, keep track of key organizational changes, keep track of market changes that may impact client business, keep relevant stakeholders at NS updated, etc.
• Over time, start playing a larger role in people management i.e., recruitment, training, building capabilities in the secondary research space

• Experience of handling custom market intelligence / research projects for external clients a must
• Strong project management skills. Ability to execute projects independently
• Excellent communication skills, ability to engage with global clients (past exposure to US clients desirable)
• Well versed with working on MS PPT, Excel and Word

• Identifying automation opportunities
  • Work actively with the project managers and business heads to understand the process
  • Identify automation opportunities that can deliver tangible cost, quality and scalability benefits.
  • Be involved in client conversations and support the sales and operations team to win new deals by identifying RPA use cases
  • Advise on feasibility, approach and methodology for implementation
• Delivery of RPA solutions
  • Hands on development and testing will be an integral part of this role. The candidate will play the role of a senior developer as well.
  • Design the solution using the relevant technology stack, support the integration with other systems as and when needed.
  • Work with in-house or outsourced / freelance developers to deliver the end solution
  • On time, within budget, high quality delivery
• Team management
  • Lead recruitment and training efforts for RPA.
  • Help train business users on the feasibility and relevance of RPA
• Technology tracking
  • Responsible for evaluating different RPA vendors, tracking open source options and helping Netscribes work with the right set of technologies

• Strong software development and troubleshooting fundamentals
• An understanding of programming constructs (python,C++, C#, VBA, Excel Macros & SQL) in a MS Windows based enterprise software and UNIX based OS environment
• At least 4 years of hands-on experience in various RPA tools (UIPath, Blue Prism, Automation Anywhere) for enterprise level implementations
• Overall 6+ years or experience in software development, process automation and related domains
• Exposure to open source tools will be an added advantage
• Extensive understanding of automating data collection from ecommerce websites, corporate websites and other online resources is a necessary requirement for this role
• Experience in applying OCR, NLP, AI/ML capabilities to enhance RPA feasibility and performance
• Ability to work with developers and business managers to manage multiple projects simultaneously
• Strong written and verbal communication, ability to interact with clients directly
• Must have the ability to work independently with minimal supervision in an unstructured environment
• Ambitious, motivated individuals who can drive growth in partnerships with operations and sales

• Being the principal point of contact for all architecture aspects of the solution.
• Being able to address and integrate the: Business Process, Data, Application, Technical and Information Security aspects of the solution.
• Ability to understand the business requirements and translate them into a technology solution.
• Provide technical guidance and mentoring to the development team in order for them to build the system successfully.
• Deal with complex end to end data extraction and transformation projects consisting of heterogeneous applications leveraging disparate products , integration patterns and tools on both on premise and cloud platforms.
• Independently drive end to end technical solutioning, response and estimation on opportunities.
• Continuously keep pace with the latest technological developments and evaluate various services for data extraction, parsing and data storage and processing and utilise these for technical solutioning.

• At least 5+ years of experience in architecture and design of big data systems
• 10+ years in software development
• Comfort with cloud deployments (AWS, Google Cloud,Azure)
• An understanding of programming languages (R,Python,React, Angular, C#, Node.js, jQuery, ASP .NET, HTML5, CSS3)
• Experience of working with MS SQL, My SQL,Distributed storage, NoSQL storage and Graph database
• Experience with containerized applications using Docker, Kubernetes or other similar tooling
• Extensive understanding of web scraping and crawling tools and methodologies like Requests, Beautiful soup, Selenium, Scrapy, Apify, portia, Parsehub, Octoparse etc
• Experience with big data systems like Hadoop, Spark, Elasticsearch, Cassandra etc will be an added advantage
• Strong written and verbal communication, ability to interact with clients directly
• Must have the ability to work independently with minimal supervision in an unstructured environment
• Ambitious, motivated individuals who can drive growth in partnerships with operations and sales
• Ability to communicate technical subject matter to non-technical people effectively.

• Development of web based and console based applications.
• Writing test-backed server-side code
• Analyzing requirements and designing new functionality
• Supporting and fixing existing functionality
• Implement solutions that include database schema, business logic, and some presentation layer work.
• Write effective APIs
• Test software to ensure responsiveness and efficiency
• Troubleshoot, debug and upgrade software
• Write technical documentation
• Code UI exactly according to the design specifications

• Min 3+ yrs. of experience as Full Stack Developer in (ASP.NET, c#, PHP, Python)
• Interfacing / designing solutions using C#, .Net framework, Visual Studio, Angular JS / TypeScript, HTML5, CSS3, latest JavaScript frameworks, RESTful APIs JSON, object-oriented JavaScript, and Ajax taking into consideration performance, cross-platform support capabilities, usability, user experience, and security.
• Hands-on experience of HTML5, JavaScript, TypeScript, Angular JS, JQuery.
• Proficient knowledge in MSSQL,MySQL
• Exposure to RDBMS design including indexes and data integrity
• Exposure to development of python scripts for web scraping like requests, beautiful soup, scrapy etc
• Knowledge on how to integrate web applications with Restful API’s
• Exposure to using data visualization libraries like fusion charts,google developers, d3.js etc
• Excellent communication and teamwork skills
• Should be a quick learner and be willing to work with various languages (C#, PHP, Python, R, Golang)

Social Media Strategy & Planning

• Design and implement social media strategies to meet project goals.
• Create detailed social media publishing calendars (with platform-specific daily activities) and follow it.
• Conduct daily research on current trends (industry-specific) and target audience’s content preferences.
• Monitor popular keywords and hashtags (industry-specific) that can be used in the leaders’ communications.
• Stay up to date with current trends and technologies related to social media and other digital marketing platforms.

Profile Management

• Run organic campaigns to drive engagement across leaders’ social media profiles.
• Identify influencers to connect with, discussion forums to join, speaking opportunities, and other engagement opportunities for the leaders.
• Communicate with connections and followers, whenever required and ensure timely responses.
• Identify prospects/leads from the leaders’ profiles for social selling.
• Analyze and report performance across the leaders’ social handles on a monthly basis.

Content Development, Editing & Creative Collaboration

• Write engaging social copies.
• Generate, edit and publish engaging content on leaders’ social handles (curated content).
• Collaborate with other team members (content, design, SEO) to create engaging original content for leaders’ communications.

• 2 to 4 years of experience in social media marketing.
• Excellent communication and copywriting skills.
• Campaign management (organic and paid) across popular social platforms, especially LinkedIn, Twitter, Instagram, and YouTube.
• SEO, keyword research tools such as SEMRush, Google Analytics, platform-specific analytics for Linkedin, Twitter.
• Campaign analysis and reporting.

• Serve as an expert in editing and proofreading a variety of documents to ensure flawless grammar and syntax (Documents may include research reports, whitepapers, blogs, product descriptions, product portfolios etc.).
• Ensure that reviewed deliverables meet international standards of quality and are completed in a timely fashion.
• Understand the objectives of different content assets and conduct the review accordingly.
• Review and add value to content assets through rephrasing, rewriting, and ensuring compliance with client’s brief and guidelines.
• Interact with writers, project managers and other relevant team members to ensure appropriate value addition to the deliverables.

• 4-6 years of experience in the content marketing domain with at least 3 years of experience as an editor, copyeditor, or in a content QC role.
• A background in publishing/journalism/communications is a bonus.
• Excellent writing and editing skills.
• Strong command over the English language.
• Understanding of differ types of global English (UK v/s US etc.).
• Familiarity with style guides such as The Chicago Manual of Style and the Associated Press Stylebook.
• Ability to read and quickly incorporate guidelines/stylistic rules as demanded by the project.
• Ability to edit content without deviating from the original meaning and context.
• A sharp eye for detail.
• Ability to work under pressure and handle tight deadlines.
• Ability to edit documents in both Word and PowerPoint formats.

• Client delivery and project management (70-75%)
  • Responsible for end-to-end project management and client delivery
  • Ensure client satisfaction by providing high-quality client deliverables with actionable insights
  • Manage multiple client engagements at any given time and work hands-on on client projects
  • Collaborate with other teams as and when required (for client projects that have a primary research, analytics, content, etc. component in addition to secondary research)
• Client communication and account management (~15%)
  • Lead client communication independently throughout project lifecycle
  • Play the role of an account manager on specific client accounts i.e. engage with relevant client stakeholders to understand their priorities/challenges, be a thought partner and suggest solutions, build rapport, keep track of key organizational changes, keep track of market changes that may impact client business, keep relevant stakeholders at NS updated, etc.
• ‘Consumer Insights’ capability development (10-15%)
  • Keep a tab on the solutions out in the market pitched to tech firms (existing clients or prospects), key business challenges and unmet needs, identify and help develop solutions to cater to those needs
  • Work closely with the sales team to develop relevant solutions and pitches for prospects
  • Develop proposals for new engagements, lead proposal discussions with clients (when required), help close deals
  • People management (recruitment, training, mentoring)

• Strong project management and team management skills. Hands-on ability to execute projects
• Excellent communication skills, ability to engage with global clients (past exposure to US clients desirable)
• Strong understanding of quantitative and qualitative consumer research approaches
• Strong knowledge of different market research methodologies/survey techniques
• Basic understanding of different statistical measurement tools, such as hypothesis testing, correlation and regression, standard deviation, multivariate analysis etc. as well as sampling techniques
• Experience in handling data analysis tools such as advanced excel, SPSS, R etc. as well as questionnaire programming tools
• Experience of handling projects on brand health assessment, customer satisfaction, consumer segmentation, usage and attitude studies, product and concept testing etc.

8–12 years of relevant experience

• Client delivery and project management (70-75%)
  • Responsible for end-to-end project management and client delivery
  • Ensure client satisfaction by providing high-quality client deliverables with actionable insights
  • Manage multiple client engagements at any given time and work hands-on on client projects
  • Collaborate with other teams as and when required (for client projects that have a primary research, analytics, content, etc. component in addition to secondary research)
• Client communication and account management (~15%)
  • Lead client communication independently throughout project lifecycle
  • Play the role of an account manager on specific client accounts i.e. engage with relevant client stakeholders to understand their priorities/challenges, be a thought partner and suggest solutions, build rapport, keep track of key organizational changes, keep track of market changes that may impact client business, keep relevant stakeholders at NS updated, etc.
• Healthcare capability development and People management (10-15%)
  • Play an active role in growing the Healthcare capability at NS to the next level
  • Work closely with the sales team; develop relevant solutions and pitches for prospects; lead proposal discussions with clients (when required), help close deals
  • Recruitment, training, mentoring, expanding capabilities in healthcare domain

• Extensive research (market intelligence) experience in the Pharma domain
• Strong project management and team management skills. Hands-on ability to execute projects
• Excellent communication skills, ability to engage with global clients (past exposure to US clients desirable)

Project management and client management exposure a must

7–10 years of relevant experience

• Build a contact database for the given accounts
• Generate leads and set up meetings through calling, email and LinkedIn engagement.
• Nurture these leads over time and engage meaningfully to keep them active.
• Conduct high-level conversations with senior executives (IT/ procurement / network) in US and UK to assess demand for networking products and services
• Handle inbound leads within the shift timings
• Do basic research about accounts and prospects and co-ordinate with research team to get insights and pitch customization
• Record and maintain all conversations and correspondence in Salesforce CRM or other excel based reporting systems with meticulous detail.
• Consistently achieve qualified opportunity quotas to ensure revenue objectives of sales team.
• Maintain close relationships and clear communication with sales executives.

• Hire and train team members
• Monitor daily performance and help the team members succeed.
• Manage the client relationship and be in constant contact with the client team.
• Maintain the CRM reports and use them to drive performance.
• Over time, manage multiple projects and help the entire business line expand.

• Must have at least 7 years of experience, in B2B lead generation
• Must have a strong understanding of using CRM tools (Salesforce preferably) for tracking and reporting
• Prior experience in lead generation for technology products and services in international markets is essential. Knowledge of telecom and networking products and services for the B2B (enterprise) market would help but is not essential.
• Must have a strong understanding of email campaigns, outbound calling and use of LinkedIn for engaging prospects. Should have hands-on experience in using these channels for successfully generating leads.
• Must have excellent written and verbal English communication skills.
• Should be able to lead teams, hire and train team members and manage them.
• A confident, results driven personality that can engage comfortably with international clients.
• Must have the comfort of working within a matrix organisation and manage stakeholders across sales and marketing.

• Will be part of the senior project management team
• Deliver the best customer service experience for customers and consumers
• Ensure the team responds professionally to all customer requests with the defined TAT via phone, chat or email
• Focus on continuous process improvement to benefit the client and the project metrics
• Analyze competitors and the market to suggest new technologies to be implemented
• Responsible for end-to-end delivery management of new and/or existing projects
• Manage all client expectations and communication
• Manage the P&L for projects ensuring margins and client SLA’s are consistently met
• Work with new and existing team members towards ensuring a robust and ongoing training plan
• Support the pre-sales team to execute pilots towards winning new business from prospective clients
• Ensure compliance with internal systems and quality policies

• At least 5+ years of relevant experience in inbound customer support services across voice and non-voice operations
• Demonstrated experience of managing large teams (more than 300 people)
• Actively participated in the pre-sales process (RFP’s, Pilots etc.) to acquire new clients including commercial modelling, creation of pitch and service decks
• No specific parameters are being defined for age / educational background / years of experience