Service Delivery Support

Job ID:30052
Location:Mumbai : India Management Office (LR_L000156)
Position Category:Client Management
Department:IN720002 : MUM-LRQA OVERHEAD (IN720002)
Position Type:Employee Regular
 

Role purpose:

To provide high level administrative support against defined procedures, with autonomy over workload to meet business needs. Undertakes a wide range of complex administrative activities and resolves complex queries. May include delegation and monitoring of other’s work.

Key Responsibilities:

• Ensure renewal contracts are prepared and shared with clients for approval following focus visit.
• Engage in negotiations where applicable.  Should be able to cross sell products and additional days. 
• Ensure documentation in line with LR procedures is maintained at all times.
• Deal with complex queries and build relationships with internal/external clients, as appropriate, including resolution of service problems.
• Review & analyse data to provide management information/statistics, including the identification and reporting of process failures, to support the overall delivery of processes.
• Conduct all activities in line with internal procedures, contractual requirements, cost structures and budget constraints.
• Identify and suggest improvements to administration processes and procedures. Assist Co-ordinator/ managers with the implementation of new administrative processes and procedures within the team.
• To coach other team members, as appropriate, to achieve effective knowledge transfer and application.
• Ensures documentation/data/information and tasks relevant to the individual are planned, evaluated and processed in accordance with local business requirements and agreed deadlines.

Technical / Professional Qualifications / Requirements:

• Good knowledge of Microsoft packages; Excel, Word & Outlook (as a minimum).
• Minimum of 5 years of experience from a Sales and Customer Service orientated background.
• Excellent interpersonal and team working skills. Good command over English is a must.
• SAP knowledge in particular Business by Design; advantageous.

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