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Customer Systems Implementation & Training Associate Manager

Posted: 10 May 2021 Closes: 9 Jul 2021
Gurgaon, India Competitive
Permanent & Full-time 2027469173

Job Title: Customer Systems Implementation & Training Associate Manager (India)
Reporting To: Customer Systems Implementation & Training Manager (Global)
Staff Reporting: 3 Specialists
Location: India (Gurgaon)
  • The Company:
SHL helps companies optimize performance and productivity through deep people insights. Our market-leading people analytics and technology equip leaders and their teams to make confident, data-driven talent decisions that lead to stronger business outcomes.
We anticipate, and help organizations solve, their most pressing talent challenges. Our science, innovation, rigor and commitment to proving business outcomes make us a trusted partner to organizations across the globe. SHL helps our customers win, and we need highly motivated people to join our dynamic global team. We're driven by Strong Connections, Curiosity, Fearless Innovation, and Impact. More at shl.com.

The Role:
You will be responsible for the day-to-day management and coaching of the Customer Systems Implementation & Training (India) team to ensure efficiencies, quality, and excellent customer service. You will be responsible for on-boarding clients from order point through to delivery and initial use. You will manage a team responsible for the configuration and activation of new SHL Talent Assessments sites and action updates to existing clients in line with SHL's Go to Market strategy. You will also provide training to both internal and external clients using SHL's online platforms. The aim is to provide a high level of customer service at all times.
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Key Accountabilities:
Responsible for overall team delivery and quality of work in line with agreed Key Performance Indicator's (KPI's) and Service Level Agreements (SLA's), appropriately delegating actions and overseeing the work of the team.
    • To act as escalation point to team on internal/external matters and escalate as appropriate to Global Customer Systems Implementation & Training Manager.
    • To drive awareness and understanding of the Customer Systems Implementation & Training operations and services across the SHL business, supporting pre-sales initiatives and offering consultative support to Field Sales and Contact Centres as required.
    • Maintain and develop strong relationships firm wide to achieve high client satisfaction and performance in line with published client Service Level Agreements and SHL's key objectives.
    • To manage the selection, on-boarding, performance, development, and retention of team members through standard SHL approaches.
    • To produce weekly/monthly reports on individual and team performance and productivity levels to monitor and compare results against business objectives.
    • Planning, prioritising, and managing resources whilst providing direction to the Customer Systems Implementation & Training Team.
    • To support the Line Manager in Change Management and Operational Readiness activities, in conjunction with the Continuous Improvement team as required.
    • Establish strong internal relationships with: Customer Systems Implementation & Training management, GCSC teams, Local Professional Services and Central Professional Services teams - to ensure the efficient and effective delivery to clients
    • Oversee the configuration of new SHL online accounts in line with clients' requirements and making configuration recommendations for new site implementations based on client requirements.
    • Actioning update requests and monitoring and administering global mailboxes, system training courses and bookings and offering recommendations to common problems.
    • Be prepared to deliver quality training and presentations to clients in the use of SHL's online platforms either via webinar or on one to one calls or meetings.
    • Ensure you have a sound knowledge of all SHL online platforms & products, understanding their use & functionality and providing guidance on best practice client deployment.
    • Reviewing and developing course content and supporting documentation (assisting with translation work if applicable).
What are we looking for?

To be successful in this role you should have experience of managing and supporting others to perform effectively across a variety of shift patterns. You must have solid experience with a customer contact / customer delivery environment and demonstrate a superior customer service ethic. Strong interpersonal skills are a must, along with excellent written & oral communication skill. Experience of working and managing to KPI targets/SLAs is crucial to the role.

You will be good at problem solving, think outside the box and have a willingness to take ownership for tasks and challenges. You will have a positive, upbeat attitude and strong customer service focus and desire to contribute meaningfully to the team.
Full training will be offered plus competitive salary and comprehensive benefits package.
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