Introduction

The Assistant Manager – CRM Delivery will be responsible for managing day-to-day delivery operations, ensuring adherence to client SLAs, and driving performance excellence. The role requires strong team leadership, the ability to address escalations effectively, and continuous improvement focus to enhance overall service quality.

Your Role And Responsibilities

Ensure adherence to all client SLAs and operational performance metrics.
Act as the first level of escalation for customer-related queries to ensure timely resolution and customer satisfaction.
Lead, coach, and develop team members to drive performance and professional growth.
Identify performance gaps and implement appropriate corrective action plans.
Ensure high-quality reporting and collaborate with the Operations Manager to implement effective measurement frameworks and performance reward systems.
Engage periodically with client stakeholders at middle and senior management levels to review performance, share insights, and strengthen relationships.

Preferred Education

Master's Degree

Required Technical And Professional Expertise

6–8 years of experience in BPO / Customer Service Operations, with at least some exposure to team or process leadership.
Bachelor's degree in commerce, Liberal Arts, or Life Sciences (preferred).
Strong communication skills with fluency in spoken and written English.
Ability to work effectively under pressure and manage dynamic work situations.
Strong analytical capability with proficiency in interpreting performance data.
Good judgment and decision-making skills with a solution-oriented approach.

Preferred Technical And Professional Experience

Ambitious individual who can work under their own direction towards agreed targets/goals.
Proven change management and be open to it good time management and work under tight deadlines
Proven interpersonal skills while contributing to team effort by accomplishing related results as needed
Maintain technical knowledge by attending educational workshops, reviewing publications.
We wish you great success in your career and encourage you to bring your best self to work with IBM.

Assistant Manager- CRM Delivery