Global Support Center Manager Information

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IBM India Private Limited

IBM is a global technology and innovation company that stands for progress. With operations in over 170 countries, IBMers around the world invent and integrate hardware, software and services to help forward-thinking enterprises, institutions and people everywhere succeed in building a smarter planet. IBM has been present in India since 1992. The diversity and breadth of the entire IBM portfolio of research, consulting, solutions, services, systems and software, uniquely distinguishes IBM Ind... Read More

Address	No.12, Subramanya Arcade, Bannerghatta Road, Bangalore - 29 India
Website	www.ibm.com/in/en
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Global Support Center Manager

We are seeking a Manager of Global Support who will provide day to day management and leadership to an existing team of subject matter experts that support product offerings across all Kenexa lines of business. In this role you will be responsible for the training, development, and performance of Global Support Center line managers in India, and work with other leaders across all business units and functional areas to support all client initiatives. Minimum of 6years experience providing custom software solutions in a SaaS environment. Bachelors degree required Understanding of general HR processes and policies including, staffing, engagement, assessment, learning, and compensation. Demonstrated record of developing employees to perform at a higher level and managing poor performers out of an organization. Coach and train all team members on setting expectations, working with clients, solving problems, and overall product capabilities Responsible for researching creative solutions for software deficiencies Partner with other internal resources to resolve client issues and ensure proper resource allocation Solicit feedback from clients to ensure satisfaction Partner with internal teams throughout Kenexa, Client Services, and Sales to ensure client resources are well placed and client issues are well understood Effectively manage through escalations as the face of Kenexa, partnering with internal groups such as Product Management, Engineering, and Professional Services Ongoing coaching and development of team Flexibility / willingness to adapt to a constantly changing environment Creative problem-solving skills & crisis management Coordinate and support large scale dedicated clients support groups Seek process improvements, brainstorm, research, and implement process improvements with intra and inter-team Willingness to work in a collaborative, team environment Excellent Customer Service, Verbal, and Written communication skills Strong organizational and project management skills Conduct business reviews with clients quarterly or as and when needed Succession planning & work towards business continuity Responsible for day to day operations and deliverables from Vizag Liaise with Global team and execute disaster recovery plans in case of crisis management This role will report to the Global Support Center Manager (T1 & India) Responsible for the satisfaction of live software clients in India Run weekly one-on-one meetings with line managers, weekly team meetings, and periodic skip level meetings with down line. Act as point of escalation for software issues with internal teams Act as point person in the event of new product support rollout Ensure staffing levels are appropriate, and work distribution is equitable Monitor time tracking and compliance to contact tracking processes Salary:Not Disclosed by Recruiter Industry:IT-Software / Software Services Functional Area:IT Software - Application Programming, Maintenance Role Category:Senior Management Role:Program Manager Education:(UG - Any Graduate - Any Specialization, Graduation Not Required) AND (PG - Any Postgraduate - Any Specialization, Post Graduation Not Required) AND ( Doctorate - Any Doctorate - Any Specialization, Doctorate Not Required)