Business Line FT | DEPUTY GENERAL MANAGER | Georgia

Job Summary

•Building and maintaining excellent customer relationships
•Successful on-boarding of completed projects ensuring a smooth service transition
•Develop, adopt and deliver best practice service levels across all teams
•Identify, agree and own a progressive Continuous Service Improvement (CSI) program with customer accounts and drive change
•Work with stakeholders and colleagues to effectively manage incidents and help develop effective IM processes, aiding improved service delivery
•Maintain an organized and professional environment where the onsite teams are managed to meet and exceed client standards of excellent and professionalism
•Understand and identify KPIs for successful engagement of company business at customer sites
•Direct management of Onsite AV Managers and support all onsite staff
•Promote and drive team collaboration and maintain team moral
•Ensure every team member completes a Skills Gap Analysis and has a Personal Training & Development Plan which is reviewed regularly
•Implement continuous performance management and appraisals for direct reports and ensure process is completed for all onsite staff
•Conduct regular 1-2-1 meetings with all direct reports
•Perform all functions of problem management, including trend analysis, root cause analysis, required change requests, etc.
•Have an proactive continuous service improvement mindset, and identify types of improvement opportunities by establishing feedback mechanisms within the service delivery team
•Manage customer escalations by receiving, responding to, and addressing escalation concerns, and be responsible to form and manage mitigation plans if necessary to address complex customer concerns
•Lead staff recruitment by writing job descriptions, reviewing CV s, shortlisting candidates, arranging/attending interviews and liaising with customer for final selection
•Develop business profile by enhancing, informing and changing the customer perspective of AV strengths, products and service ranges
•Devise and deliver promotional activities and assist Sales Account Manager wherever possible
•Commercial awareness of competition and promote innovation to customer
•Collection of customer statistical data including SLA performance, management information, team performance and other business metrics for monthly customer reporting.
•Chairing weekly/monthly/quarterly Service Review Meetings with customer including preparation and distribution of meeting minutes
•Drive the creation and enhancement of all onsite documentation (including Standard Operating Procedures (SOP) and Onsite Staff Handbooks) ensure documentation processes and procedures are maintained in accordance with customer and AVI-SPL requirements
Other duties assigned as needed (1.) To ensure customer engagement / satisfaction and referenceability (2.) To plan for Program and Delivery Management and ensure that the agreed deliverables in terms of margin are met. (3.) To anchor process improvement/compliance (human error report
PMO-Program Management-Program Management
EXPERIENCE: 7-12 Years