Customer Care Technology Relationship Manager job opportunity at Smith+Nephew.

Home Jobs In India Tag: Job Customer Care Technology Relationship Manager position at Smith+Nephew


bot
Smith+Nephew Customer Care Technology Relationship Manager
Experience: 10-years
Pattern: full-time
Country:
apply Apply Now
Salary:
Status:

Job

Copy Link Report
degreeMBA
loacation IND - NonGBS-Pune-Kharadi, India
loacation IND - NonGBS-P..........India

Life Unlimited . At Smith+Nephew, we design and manufacture technology that takes the limits off living. Join our dynamic team and embark on an exciting journey of innovation and growth as we seek a hard-working and dedicated individual to fill the role of Customer Care Technology Relationship Manager . We are seeking an individual who has significant Contact Centre operational experience and has managed and implemented technology change and adoption. The role will support all aspects of the dynamic operations of our expanding Customer Care Organization based in Pune and its' digitization strategy through deployment of new technology. The role will report to Customer Care but sits between Customer Care and IT, providing an effective bridge between the two organisations and ensuring the necessary relationship and understanding exist to successfully land new technology in Customer Care. This will include AI, new Contact Channels i.e. Web and Chat, Translation technology, Knowledge Management solutions and adoption of Salesforce and Amazon Connect platform technology. Possessing a deep understanding of Contact Centre operations and principles, the successful candidate will be responsible to blend new technology seamlessly into the operation to drive efficiency and reduce operational cost. What will you be doing? System Transitions & Technology Adoption. Working with all levels of Customer Care, Internal IT and Third Party Providers : - support product vision and strategy for a multi-channel Contact Centre - manage the deployment and successful adoption of complimentary new technology and new contact channels such as Web, Chat, AI, Omni-Channel - resolve system-related issues during and after transitions, proactively working with the business and IT to minimize disruptions and ensure a smooth operational implementation for all teams. Enhancement identification, lifecycle & support process - Pro-actively identify operational inefficiencies and champion technology improvements to resolve them - Manage the E2E lifecycle of enhancement requests and implement improvements to the Salesforce and Amazon Connect platforms, ensuring operational stability and increased efficiencies. - Champion platform enhancements to both Salesforce and AWS to improve customer interactions and agent workflows on all platforms. - Act as the central point of escalation for system-related issues affecting global Customer Care teams and provide interface to IT support teams, driving swift resolution to prevent service interruptions and improve overall system resilience. Training and Knowledge Management - Contribute to the development and governance of the Knowledge Management process, ensuring all Customer Care Agents have seamless access to accurate, up-to-date information. - Design appropriate training programs for Salesforce, Amazon Connect, and AI-driven case management, equipping Customer Care Teams with the necessary skills to enhance efficiency, reduce ramp-up time for new hires, and drive faster issue resolution. Problem Management & Governance Processes - Manage and deliver the Problem Management process, pro-actively analyzing insights to identify areas for improving Customer Care efficiency, enhancing end user satisfaction and resolving system and process issues. - Define and deliver robust local Governance Processes to prioritize enhancements and development efforts with the IT team and maintain an active Super User community Performance Reporting & Customer Experience - Manage Global operational performance reporting and initiatives, ensuring stakeholders up to VP Level are able to monitor system usage and agent productivity. - Pro-actively identify improvements to reporting and drive continuous improvement initiatives. - Introduce, monitor and enforce Service Level Agreements (SLAs) by identifying gaps in process execution, implementing continuous improvements to enhance customer response times and resolution quality, and ensuring compliance with global SLA targets across all regions. What will you need to be successful? 10+ years working in a transformational capacity in a large and multi-channel Contact Centre Degree educated, preferably in Information Technology, Information Systems, or related field. Nice to have Certification/Licenses: ITIL certified preferred Operating Mode: Work from office: All 5 days in a week. (Shift – Flexible to work in US and UK shift) 5+ years' experience working with a leading Case Management platform e.g. ServiceNow or Salesforce Business Process definition, re-engineering, and improvement, KCS Knowledge process. Understanding of Service Improvement lifecycle Excellent communication skills, up to and including Senior Manager level. Stakeholder management, Strong organisational skills. Ability to interpret complex business environments, issues and requirements. Ability to distil those business needs into clear system requirements. Customer-centric attitude. You. Unlimited. We believe in crafting the greatest good for society. Our strongest investments are in our people and the patients we serve. Inclusion + Belonging - Committed to Welcoming, Celebrating and Thriving. Learn more about our Employee Inclusion Groups on our website https://www.smith-nephew.com/ Other reasons why you will love it here! Your Future: Major Medical coverage + Policy exclusions and insurance non-medical limit. Educational Assistance. Work/Life Balance: Flexible Personal/Vacation Time Off, Privilege Leave, Floater Leave. Your Wellbeing: Parents / Parents in Law’s Insurance (Employer Contribution of 8,000/- annually), Employee Assistance Program, Parental Leave. Flexibility : Hybrid Work Model (For most professional roles) Training: Hands-On, Team-Customized, Mentorship Extra Perks: Free Cab Transport facility for all employees, One Time Meal provided to all employees as per shift. Night Shift Allowances. Stay connected and receive alerts for jobs like this by joining our talent community . We're more than just a company - we're a community! Follow us on LinkedIn to see how we support and empower our employees and patients every day. Check our Glassdoor page for a glimpse behind the scenes and a sneak peek into You Unlimited , life, culture, and benefits at S+N. Explore our new website and learn more about our mission, our team, and the opportunities we offer. #YS1 Stay connected by joining our Talent Community . We're more than just a company - we're a community! Follow us on LinkedIn to see how we support and empower our employees and patients every day.    Check us out on Glassdoor for a glimpse behind the scenes and a sneak peek into You. Unlimited. , life, culture, and benefits at S+N. Explore our website and learn more about our mission, our team, and the opportunities we offer.  

Other Ai Matches

Senior Director, Market Access - Advanced Wound Management Applicants are expected to have a solid experience in handling Market Access - Advanced Wound Management related tasks
Regional Sales Specialist, BURN (Pittsburgh / Cleveland) Applicants are expected to have a solid experience in handling BURN (Pittsburgh / Cleveland) related tasks
Pressure Injury Prevention Customer Success Specialist (St. Louis, MO; Chicago, IL; Madison, WI; Kansas City, MO; St. Paul, MN)) Applicants are expected to have a solid experience in handling MO; Chicago, IL; Madison, WI; Kansas City, MO; St. Paul, MN)) related tasks
Finance Business Partner, Senior Advisor Applicants are expected to have a solid experience in handling Senior Advisor related tasks
Account Manager, EXT (Virginia Beach) Applicants are expected to have a solid experience in handling EXT (Virginia Beach) related tasks
Clinical Support Representative, Toowoomba Applicants are expected to have a solid experience in handling Toowoomba related tasks
Finance Controller (CDMX) Applicants are expected to have a solid experience in handling Job related tasks
IT Senior Manager, Digital Health Applicants are expected to have a solid experience in handling Digital Health related tasks
Platform Product Owner Applicants are expected to have a solid experience in handling Job related tasks
Senior Software Engineer Applicants are expected to have a solid experience in handling Job related tasks
Associate Account Manager BioT (Ocala/ Gainsville/ Tallahassee, Florida) Applicants are expected to have a solid experience in handling Florida) related tasks
HR Services Advisor (Bogotá, Colombia) Applicants are expected to have a solid experience in handling Colombia) related tasks
Senior Associate, Global Customer Care Applicants are expected to have a solid experience in handling Global Customer Care related tasks
Regional Sales Specialist, BURN (Northeast) Applicants are expected to have a solid experience in handling BURN (Northeast) related tasks
Senior Research Engineer (Memphis - Brooks RD, TN) Applicants are expected to have a solid experience in handling TN) related tasks
Sports Medicine Territory Manager, (Albany, NY) Applicants are expected to have a solid experience in handling (Albany, NY) related tasks
Senior Associate, Global Customer Care (US shift) Applicants are expected to have a solid experience in handling Global Customer Care (US shift) related tasks
Senior Associate, Global Customer Care Applicants are expected to have a solid experience in handling Global Customer Care related tasks
Senior Commercial Training Manager Ortho FRABENE Applicants are expected to have a solid experience in handling Job related tasks
Employee Relations Specialist Applicants are expected to have a solid experience in handling Job related tasks
Associate Account Manager, DEV (Albuquerque, NM) Applicants are expected to have a solid experience in handling DEV (Albuquerque, NM) related tasks
Territory Manager Complex Wounds, Hospital - SA Applicants are expected to have a solid experience in handling Hospital - SA related tasks
Senior R&D Engineer (Memphis, TN) Applicants are expected to have a solid experience in handling TN) related tasks