Executive Manager - Intela Support

About this role

• Managing effectively and efficiently Intela support ensuring performance KPIs are achieved (e.g. cSAT), making people, process, and technology changes as necessary in order to achieve and exceed team objectives to create a high performing team, overseeing effective performance KPI reporting and managing through product releases, busy seasons, and other project execution.
• Ensuring exceptional customer service across the support team with measurement by cSAT scores.
• Communicating with leadership to build effective presentations to convey overall support status, roadmap of enhancements planned, results of analysis and recommendations for change.
• Facilitating Deloitte world class people experiences for the team including well being, equitable practices, building a culture of respect and inclusion, and recognizing team members for their contributions.
• Managing team recruitment effectively through building an effective pipeline and executing the interview process; establishing effective team organizational structure enabling opportunities and career growth throughout the team and adjusting team structure as needed to meet support goals.
• Overseeing proactive stakeholder relationships to ensure strong client relationships, instilling best practices across the support team and supporting team members as needed.
• Overseeing the relationships with all anscillary teams with which support most collaborate, e.g. infrastructure, DevOps, Product development, cyber and controls, and additional geographically distributed support teams.
• Ensuring effective use of supporting technologies, e.g. ServiceNow and Geneysis, to optimize the support team’s delivery
• Taking ultimate accountability for support enhancing projects, e.g. KPI report automation, multi-language support, and call center improvements.
• Managing support team financials, identify, and execute financial optimizations.
• Engaging in the broader Global Tax & Legal Office, Hyderabad (GTLOH) team to network and establish effective relationships for the Intela Support team with the larger organization and indentify synergies across support teams.
• Leadership: Lead, inspire, and motivate team members to achieve their highest potential. Set clear expectations and provide direction to ensure team alignment with company objectives.
• Performance Management: Monitor team performance, identify areas for improvement, and implement strategies to enhance productivity and efficiency. Conduct regular performance evaluations and provide constructive feedback to team members.
• Team Development: Foster a culture of continuous learning and development within the team. Provide training, coaching, and mentorship to help team members grow both personally and professionally.
• Collaboration: Promote collaboration and teamwork across departments and functions. Facilitate effective communication and cooperation to achieve shared goals.
• Problem Solving: Proactively identify and address challenges or issues that may arise within the team. Implement solutions to overcome obstacles and drive progress.
• Resource Management: Allocate resources effectively to optimize team performance and meet project deadlines. Ensure proper utilization of manpower, equipment, and materials.
• Communication: Serve as a primary point of contact between team members and upper management. Communicate updates, progress, and challenges to stakeholders in a clear and concise manner.
• Conflict Resolution: Address conflicts or disputes within the team promptly and professionally. Mediate discussions and facilitate resolutions to maintain a positive and harmonious work environment.
• Work closely with the US and India leadership in developing and driving the group’s priorities across talent-related issues
• Promote best practices and knowledge sharing among US/global and India team members
• Develop and maintain strong working relationships with US/global and India counterparts
  
  

• Experience in managing customer support portfolio
• Experience in managing Global Teams, Cultures and Time-zones.
• Ideate and implement Process frameworks.
• Excellent written and verbal communication skills.
• Summarization skills to convey status reports and key impacts to leadership
• Experience with Genesys, RPA, ServiceNow, and Microsoft Azure is preferred.
• People Management, Operations Management, client relationship management, stakeholder Management, audit and compliance, controls, SLA/SLO Management, Quality Management, CSAT management, staffing plan, forecasting and budget management.
  
  

• Qualifications: Bachelor’ s degree in Computer Science, MIS, CIS, Engineering, Management, Accounting, Finance or a related field
• Experience: 10-12 years experience. Atleast 8-10 years related work experience (customer support and process improvement)
• Location: Hyderabad; in office up to 5 days per week
• Timing: Intela product support is 24x7; flexibility in shift preferred