Deal Contract Assist Concierge Manager

Job Description

Focus efforts and partake in all cadence meetings on deal prioritizations; exception handling and highly critical cases (“Red Button”)Collaborate with agents on deep-dive knowledge in preparation work for effective cadence meetingsHands-on with L1 escalations and resolve challenges before any official management escalations. Daily involvement in support to agent and Seller on all relevant discussions and meetingsProviding accessibility and agility to cross-support regional POD teams on prioritized / urgent casesSupporting Service Delivery Leads on meetings with Sales Leads on feedback and issues as neededException handling : Manages exceptions that are needed to process a deal that does not follow the standard processing rules.Deal prioritization : Reviews prioritization requests from MS and works with operations to prioritize the cases and follow through providing regular updates to the requestor.Deal consulting : Works with MS business support teams to review critical deals and identify the exceptions required to process the deal and the level of approvals neededEscalation support : Manages cases that have been escalated and provide resolution working along with operations.Identify potential opportunities for process & policy enhancement to improve efficiency and experience.Requirements : 6-7 years (for 5B) of experience in a BPO environment and 3 years in managing a team.Any Bachelor’s degree.Good problem-solving skills.Understand client needs and provide solutionsExperience in working on Lead to Cash would be handySkill Set : Exceptional communication skills (written and Verbal) Proven ability to manage Escalations with Customers (preference : currently performing this role)Excellent customer service and interpersonal skillsAbility to work collaboratively with multiple stakeholdersGood analytical skillsPro-actively identify and address issuesExcellent time management skillsAbility to effectively triage based on complexity / criticality