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Sr Service Operations Associate

Gartner

based on 522 Reviews

2-5 years

Gurgaon / Gurugram

1 vacancy

Sr Service Operations Associate

Gartner

posted 8hr ago

Flexible timing

Key skills for the job

+ 4 more

Own and accountable for boosting R&P coverage by running End-to-End client outreach operation for a large portfolio of clients. Partner and enable services teams on client outreach operation.
You will be directly partnering with Client Services Associates across the globe to run the day-today client outreach operations.
Sending scheduling/campaign outreaches through a campaign management tool
Creating Validation trackers in google sheets/ excel, incorporating client details and inputs required by the Services delivery associates for scheduling
Owning the end to end execution of any critical scheduling process for the entire BU. E.g.: Owning various process tracker, running specialized outreaches campaigns
Reporting on lagging/leading KPIs - call activity, onboarding, engagement, retention along with actionable insights
Seek continued guidance from team leaders and managers to implement best practices/tested solutions across your aligned territory to maximize effectiveness of outreaches
Continuously improve quality of processes & deliverables by establishing right tracking mechanism
Collaborate with internal teams and drive client scheduling to secure calls with all clients at right frequency and help problem solve to increase the show rate of clients.
Provide support in client reminder processes to drive client s show rate - compliance on email reminders and other key initiatives

Iterate to increase business impact and drive continuous process optimization

Apply LEAN principles and identify process improvement opportunities for error-free, automated processes
Implement and replicate process optimization initiative with support from senior members in the team
Continue to re-engineer and optimize the instrumentation (dashboards, reports, tools) designed to measure and alert SDAs/Leadership on lagging/leading KPIs
Support in problem solving for effectiveness of outreaches and ensure quality
Proactive support on client list management to drive and implement initiatives leading to
- Scheduling call with 100% of client base
- maximize acceptance on the invites and show rate of the calls
- Maximize outreach efficiency i.e. convert a client to show up for R&P in least number of outreaches
Identify opportunities to replace manual processes with right automation opportunity
Implement and replicate process optimization initiative with support from senior members in the team
Work with senior members in the team towards improving and optimizing current client outreach processes and push service productivity/efficiency to better levels

Collaboration and Stakeholder Management

Own stakeholder management, relationship building with team members and with cross-functional units.
Stakeholder management and reporting: Prepare weekly/monthly reports on performance of the initiatives for internal and external stakeholder consumption
Collaborate with internal team members and services teams to continuously highlight any outliers and brainstorm on methods to enhance performance

What you ll need:

Bachelor s degree with 2-5 years of professional experience
Science, Business/Economics, Operations graduate experience in process management, multi-team coordination management. Experience in service operations teams preferred.
Excellent written, verbal communication skills
Intermediate excel skills and hands-on working with google sheet and share-point
Proficiency in Power BI or Python is a plus
Comfortable understanding data, and deriving actionable insights
Excellent stakeholder presence and ability to convey insights in a group meeting

Employment Type: Full Time, Permanent