About Data Axle:
Data Axle Inc. has been an industry leader in data, marketing solutions, sales, and research for over 50 years in the USA. Data Axle now has an established strategic global centre of excellence in Pune. This centre delivers mission critical data services to its global customers powered by its proprietary cloud-based technology platform and by leveraging proprietary business and consumer databases.
Data Axle India is recognized as a Great Place to Work! This prestigious designation is a testament to our collective efforts in fostering an exceptional workplace culture and creating an environment where every team member can thrive.
General Summary:
This Service and Delivery Lead is responsible for maintaining strong customer relationships with both internal and external customers by improving services and customer satisfaction. The Service and Delivery Lead may perform administrative tasks such as managing team performance, the quality of work delivered by team members and technical tasks such as identifying and troubleshooting technical issues that impact delivery. The main tasks of the Service and Delivery Lead include tracking service metrics and solving reliability issues, including formulating key employee retention plans and leading all phases of new employee hiring for the operations team in Pune, India. The successful candidate will help formulate policies that drive exceptional customer experience in a timely and professional manner.
Essential Job Functions:
- Oversee activities directly related to the management of a department.
- Direct and coordinate activities of businesses or departments, including but not limited to assisting and supporting operations leadership with ad hoc reporting and strategic planning.
- Create, review and report matrix measurement of productivity.
- Develop, monitor and communicate goal achievement to determine areas needing improvement.
- Communicate and recommend divisional policies, procedures, and service standards to operations leaders including rollout for implementation of recommendations.
- Interview, hire, and counsel direct report employees. Delegate activities to appointed subordinates.
- Ensure that responsibilities, authorities, and accountability of all subordinates are defined and understood.
- Establish and implement departmental policies, goals, objectives, and procedures.
- Implement a cost-effective system of control over operating expenditures, personnel, and wages.
- Coordinate interaction with operations leadership, accounting, and human resources departments within the U.S. and India.
- Establish strategies to proactively manage staff attrition, retention and career develop paths.
Supportive Job Functions:
- Research and implement best practices for administrative protocols.
- Perform other miscellaneous duties.
Knowledge, Skill, and Abilities:
- Experience in customer service, leadership
- Good computer skills and the ability to use business support software
- Strong customer service, project management and quality control skills
- Good resource planning skills
- Excellent leadership skills
- Strong teamwork and attention to detail
- Ability to communicate with individuals at all levels in the Company and with various business contacts outside of the company in an articulate, professional manner.
- Knowledge of Company products and services.
- Ability to identify and understand complex problems, and to develop and implement solutions.
Requirements:
Education, Experience, and Certification:
- Bachelor's Degree or equivalent *
- 7 to 10 years of relevant work experience is *
- Previous sales and customer service experience is *
- Experience in high-volume, business-to-business, solution selling.
- Minimum requirements needed to perform the job.
Scope of Job:
- Up to 45 direct and indirect reports.
- Direct supervision of a department; supervision received is general direction only.
- Working conditions are good, with minimal travel and a consistent workweek.
- Errors may be costly and difficult to discover.
- Contact with others inside entire company and outside is regular and frequent.
- Regular access to confidential data.
Disclaimer:
Data Axle India follows a merit-based employee recruitment practice with extensive screening steps. Data Axle India does not charge/accept any amount or security deposit from job seekers during the recruitment process.
Job Seekers are requested to be aware of unsolicited or fraudulent communication regarding a job offer or an interview call against payment of money, please stay alert. All Data Axle India jobs are published on the Careers page of its website and/or on its LinkedIn profile. Interested job seekers may access the same and apply directly.
If you believe you have been a victim of recruitment fraud, you are requested to approach law enforcement agencies immediately.
