About the Role
Job Description
Lead, mentor, and develop a high-performing team with clear goals and accountability.
Act as an escalation point for client issues and ensure timely resolution.
Attend and contribute to internal meetings
Capture and share lessons learned related to solved issues
Identify gaps and areas for improvement in the process
Contribute to resolving elements of regional & global clients’ queries via collaboration with other countries.
Communicate directly with client, attend any calls/meetings with Client when required in alignment with Customer Support
Conduct regular business reviews and feedback sessions with manufacturing clients.
Monitor SLAs, KPIs, and quality standards to ensure delivery and client inquiry excellence.
Analyze operational data and prepare performance and KPI reports for leadership.
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