Job Description

Deputy General Manager/ General Manager

Qualification:

Information:

• Marketline MBA or an equivalent qualification with business knowledge.

• Medtrack/Citeline Graduate / Post Graduate/ Doctorate degree in Life Sciences/ Pharmacy/ Medical sciences or equivalent.

Media & Entertainment:

• Bachelors/ Post Graduate (preferably MBA), PMP certification or relevant domain certification.

Responsibility:

Business/Customer:

• Drive team to achieve process SLAs/metrics - productivity and quality targets within expected timelines.

• Act as the primary contact for client escalations.

• Responsible for account financial performance.

• Identify business priorities and strategic objectives of customers and develop/present ideas and solutions to address them.

• Conduct Account Mining to identify potential opportunities and offer clients new product ideas.

• Maintain active dialogue with various clients on their requirements and solicit feedback on overall service delivery.

• Understand client requirements/needs and actively look for opportunities to extend support/service.

• Participate in client discussions and develop good relationship with clients.

• Discuss operational issues and Critical to Quality (CTQ) delivery.

• Anticipate and plan for new business.

• Participate in management discussions (Governance discussion, Management forums with customer).

• Analyze customer feedback at appropriate intervals and initiate ways to improve the score.

• Provide DGM support on company profiling, RFP proposals related to the process.

• Enhance standard practices based on engagement learnings, specific client requirements and perceived gaps.

• Understand different organizational assets for the sector/domain and develop high value growth areas/solutions for customers.

• Create high quality, data driven and wellanalyzed weekly/monthly information reports/trackers for the customer.

• Responsible for Customer satisfaction measured through CSAT.

• Engage in adhoc analysis - client queries and participate in management calls.

• Project/Process.

• Ensure quality and accuracy of deliverables and manage any issues related to delivery.

• Understand the key financial components of the project and maintain controls on cost and resources.

• Drive process improvement initiatives across processes under management.

• Manage and supervise workflow for optimum utilization of resources and distribution timelines.

• Identify key cost drivers and ensure they are optimized.

• Ensure audit observations are addressed in a timely manner.

• Plan for resources based on volume projection and current available head count and allocate responsibilities.

• Ensure quality and accuracy of deliverables and manage any issues related to delivery.

• Ensure timely update of deliverables related trackers by the team members.

• Understand different organizational assets within the domain/sector and develop high value growth areas/solutions for customers.

• Deliver informative, wellorganized and high quality presentations.

• Measure existing operational metrics through lean and sixsigma methodologies.

• Identify process reengineering opportunities.

• Create a robust business continuity plan by identifying backups for TLs and above.

• Assist the leadership in ensuring good organizational health scores for the project that include innovation index, risk identification and documentation, capacity modelling, learning health scores and similar metrics.

• Implement best practices and ensure proper documentation and knowledge sharing across teams.

• Implement comprehensive quality assurance processes and monitor adherence to these processes from time to time.

• Deployment of best InClass process/systems for the set revenue targets.

• Process Health Score as per the scores measured by DAG team.

• MIS and reporting of performance metrics.

• Effective implementation of organization initiatives.

• Share value addition and best practices across teams.

• People.

• Provide work direction and guidance to team members:

ensure accuracy of the work of team members, their ability to operate under deadlines and to work on multiple tasks

• Coach the team on qualitative aspects.

• maintain accuracy in all the deliverables, mentor the team on best practices.

• Frame objectives for the team, communicate to all team members and review progress periodically.

• People KRAs:

Manage utilization, employee satisfaction, performance, employee development and retention

• Follow and actively foster a risk management culture within teams, where issues are raised / resolved with line manager, HR, or Legal and Compliance as appropriate.

• Actively participate and contribute to team initiatives:

regular team meetings, presenting of thoughts, ideas, etc

• Act as an interface between the leadership and the team and communicate.

• Participate in organizational initiatives such as recruitment drives and facilitate knowledge sharing sessions.

• Identify training needs for direct reports and ensure domain/developmental trainings needs are met.

• Manage attrition through skip level meetings, planning interventions, engagement calendars.

• Track performance of all team members and provide timely feedback.

• Conduct performance appraisals for team members and provide them constructive feedback for learning path and career growth.

• Act as a point of contact for the resolution of any escalations from associates.

• Ensure BES scores and other internal/external survey scores are in line with business expectations and take necessary action/steps in case of deviations.

Must Have Skills

• Media Intelligence

• Internet Media -Display&Video

Employee Status : Full Time Employee

Shift : Day Job

Travel : No.