Job Description
This role is responsible for leading end-to-end team of 500 associates dispersed across Customer Support Delivery and Operations and Business Intelligence teams. Serve as the acting on-site leader in the Pune, India hub.
As the CoE Leader, you will be the front-facing point of contact to internal clients including the in-market leader(s) to lead and drive the strategy of our teams in the service & support provided to our clients across various areas.
The role will be responsible to bring all teams within the Customer Organization together, strategize and bring a uniform culture, streamline processes and increase collaboration to achieve a One team approach.
This role involves maintaining and leading a large team; hence, you will be responsible for employee experience and the development of associates.
Responsibilities:
Customer Support Delivery & Employee Experiences:
Lead the regional hub of customer of high-performing customer support leads, associates, and program managers, fostering a diverse and inclusive, results-driven team culture of engagement, growth, empowerment, and excitement.
Develop and execute the strategy and plan for growth of the support organization, which includes analyzing cost structure, service consistency and process optimization for quality team structure.
Collaborate cross-functionally with other leaders from product engineering, services delivery, technical sales, and finance to find and resolve issues promptly, and to recommend implementation of innovations helping the customer and support operations.
Develop and align standardized metrics which reflect the support health of the team and overall customer sentiment.
Evaluate technical Support systems for innovations and enhancements to the overall customer and employee experiences (i.e. case, troubleshooting, and knowledge management) to increase organizational efficiency for the operations of the global support teams.
Communicate effectively with senior staff and corporate work streams on key issues while partnering with cross functional stakeholders
Manage customer escalations and relationships, working with customers on support issues, individual support action plans and customer requests.
Ensure customer satisfaction reflects the highest quality of support delivery and follow-up with customers on survey feedback regularly.
Hub strategy and Client Engagement:
Responsible for setting up the Hub strategy in India (Pune) and drive priorities for the business
Establish a strategy to grow the business by delivering high quality and relevant solutions
Drive to build & retain a high performing team and focus around providing world class service
Bring the voice of the clients (in-market, onshore) into internal business planning discussion around service development
Support solutions development by enabling the Customer discovery process & Panel on demand
Frequently measure and improve upon customer satisfaction metrics
Build relationships and chart out strategies with in-market teams and onshore leaders to ensure standardization and uniformity of processes and employee engagement
Quickly adapt to deployment of new products, services and changes
Employee Engagement
Build meaningful relationships across employees at all levels in local team to instill pride
Strategically lead and develop a large team of direct and indirect reports and create a vision for talent development within the team
Adapt the flex-work initiative and build a uniform and employee friendly culture by leveraging on Company culture and bringing in industry best practices
Make sure the Company is seen as a great place to work for different and diverse profiles that are relevant to our future business
Possess the ability to recruit, lead, develop and engage a high-performing team
Work closely with the HR Business Partners and relevant stakeholders to develop and implement strategic career paths and talent development
Workforce and financials management
Build, plan and execute operating plans for the Hub with a focus on driving higher levels of client/stakeholder support and allocate resources towards critical accounts while driving productivity and managing cost
Defining and executing plans to ensure employee attrition stays manageable and does not jeopardize growth ambitions
Get personally involved in critical situations guides and coaches the team to make every input a winning service
Work with functional teams to improve the service levels and automate processes
Strategize with HR Business Partners on team restructuring and ensuring relevance of every associate at every level
Work closely with HR Business Partner and Finance Business Partner to ensure budget controls and drive productivity target
Role Requirements
The ideal candidate will possess a minimum of 15 years of experience in Research and Analytics, working with Customer Relationship Management or Operations divisions. The ideal candidate should also possess, at a minimum, the following qualifications, and attributes:
Experience in developing and implementing strategic business plans; demonstrated capability to balance short term focus with long term planning to deliver business objectives.
Demonstrates strong leadership and strategic thinking; Preferred experience in building organizational capabilities (lean operations; project and talent management).
Solid track record for engagement and delivery research or related solutions or projects
A passion for data, insights, and improvement
Strong financial and operational acumen
Experience in negotiation and conflict management
A client centric approach that favors problem solving and long-term value creation
Effective communication skills with the ability to manage numerous stakeholders.
Strong influencing skills
Excellent cross- functions cooperation skills
Excellent written and oral skills in English
Multi-functional business experience leading, dynamic organizations, including strong team leadership experience.
Additional Information
Our Benefits
Flexible working environment
Volunteer time off
LinkedIn Learning
Employee-Assistance-Program (EAP)
About NIQ
NIQ is the world's leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insightsdelivered with advanced analytics through state-of-the-art platformsNIQ delivers the Full View. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world's population.
For more information, visit NIQ.com
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Our commitment to Diversity, Equity, and Inclusion
NIQ is committed to reflecting the diversity of the clients, communities, and markets we measure within our own workforce. We exist to count everyone and are on a mission to systematically embed inclusion and diversity into all aspects of our workforce, measurement, and products. We enthusiastically invite candidates who share that mission to join us. We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class. Our global non-discrimination policy covers these protected classes in every market in which we do business worldwide. Learn more about how we are driving diversity and inclusion in everything we do by visiting the NIQ News Center: https://nielseniq.com/global/en/news-center/diversity-inclusion
