(job) Operations Program Manager - Microsoft Customer Support & Service Center - India

[Danny Hu]

Location: Bangalore, India

INTRODUCTION

Microsoft India Global Technical Support Centre (GTSC)

Microsoft GTSC was established in October of 2003 in India, it is part of Microsoft's Customer Service and Support (CSS) organization which has locations throughout the Americas, EMEA, Asia Pacific and Greater China.

For more details regarding India GTSC, please visit http://www.microsoft.com/india/gtsc or contact Chetana: v-chnaga@...

SMSG Readiness (SMSGR) provides world-class training and readiness to increase the knowledge and skills of  MS Field Sales, Marketing and Services staff to meet or exceed their business objectives.  SMSG Readiness Global Field Delivery manages relationships and readiness plans and drives consumption of readiness programs and curriculum.

ROLE:

This position is created to support a cultural and communications training program in India Global Technical Support Centre (GTSC) that enables our 1200 support engineers and managers to effectively support English-speaking customers across the world by developing and maintaining a high-level of communication excellence, while typically working virtually and adapting to customers' expectations through applying intercultural, language and soft-skill competencies.

RESPONSIBILITIES:

Business Management/Analysis

-  Monitor and report on team performance in the areas of productivity, customer satisfaction, and alignment with best practices in business communications readiness
-  Drive consistent and effective metrics and reporting on service offerings across the program, including the program's reporting rhythm for monthly and quarterly business reviews
-  Perform strategic analyses of culture and communication readiness and recommend actions to achieve predictable, consistent, scalable operations within India GTSC
-  Performing business operations modeling and capacity planning for cluster support teams and program leads
-  Partner with the Business Excellence Group at India GTSC, and as needed the SMSGR analytics team to build out scorecards and reports to track business performance
-  Conduct business analysis on operational performance against plan and provide recommendations to increase performance


Customer Relationship and Engagement

-  Develop and maintain effective relationships with customers including directors, group managers, and team managers
-  Liaise and partner effectively with India GTSC support functions including Business Excellence, Finance, Recruiting, HR, and others.

Project Management

-  Plan, lead, schedule, and coordinate multiple projects while interfacing with multiple stakeholders.
-  Drive project management reporting framework to ensure execution on
deliverables on time, in budget, and to quality standards.
-  Perform ad hoc financial analysis and modeling for service offerings and special projects

Vendor Management

Manage vendors and vendor org relationships to achieve maximum value for Microsoft, SMSGR and the program, including implementing staffing plan to identify, hire and keep good contract staff (mainly a team of learning and development specialists in the area of culture and language learning) on the team to support ongoing execution of the training program.

CANDIDATE PROFILE

Experience/Education & Requirements

-  8-10+ years of experience in a management position.
-  Education : Graduation (BA / BSc) and Master's Degree is preferred.
-  Knowledge of best practices in language and intercultural training is essential.
-  Call centre experience and experience in training and development environment is an added advantage.
-  Strong project management and analytical skills; with attention to details.
-  Strong tactical execution, forming pragmatic implementation plans.
-  Good people and interpersonal  skills.
-  Good communication skills both verbal and written; excellent client and executive presentation skills.


Reporting to: Asia Regional Readiness Director, SMSGR

The position requires working in EVENING / NIGHT shifts.

Please send your CV and Cover Letter to dannyhu_1977@....

Thanks,
Danny