Team Lead, Product (R-17850) Any Intern Regular

Key Responsibilities

• Monitoring processing pendency and TAT breaches in specific regions through dashboards.

• Capacity utilization, driving process efficiency measures for better functioning

• Regular market connects to highlight process gaps and identify potential for TAT reduction

• Interventions and Resolution for TAT-based escalations, monitoring critical cases

• Interaction with customers for critical engagements

• Leading conversations from Product Ops point of view including gathering feedback from customers and suggest process changes if necessary

• Solve customer challenges including TAT breaches, usage related challenges and potential areas for concerns

• Lead conversations including physical conversations wherever necessary

• Internal reporting for usage & monitoring.

• Preparing presentations to leadership for performance reporting
• Sales connect with sales leaders to resolve any pending issues highlighted

• Setup internal connects with the team to provide and collect feedback for improvement

• Products under purview: All global Products
• Leading Apollo project from design to implementation from Quote-to-cash perspective
• Ensuring month end activities such as OID creation is completed for all clean cases across business units
• Ensuring pendency is shared with Sales team on monthly basis
• Driving Process efficiency from posting point of view to reduce and minimize any misses / rework
• Act as the owner for QTC review presentations and reporting as well as driving improvement areas
• Monitoring dashboards to check completion and pendency of BIR and DBC cases, identify and reduce any process wastes

Service India

• CSAT survey monitoring and internal feedback based on responses
• Intervening in escalations and liaise with respective functions for resolutions. Identify ways to reduce repeatability

• Internal reporting for Service India including reviews with senior stakeholders and feedback gathering

• Monitoring of CBI queries and actioned on priority

• Driving Process efficiency measures within Service India to improve TAT, response quality and feedback & resolution monitoring.

Key Requirements

• MBA (Tier I/II College) with 8+ years of experience in Operations, delivery profile, product management experience an add-on

• Prior experience in managing data / information products for sales / marketing use case is a must.

• Proven track record of supporting platform-based products and good understanding of the underlying technology

• Leads by example and demonstrates the personas including product advocacy and ownership