Manager, Support Operations - - 11815

Obecné informace

Země

印度

Stát

Telangana

Město

Hyderabad

Oddělení

Global Support

Číslo pozice

36514

Popis pozice a požadavky

Responsible for managing individual contributors and for providing leadership and direction for a specified support team. Responsibilities include managing overall operations and performance of a support team, managing customer experiences and escalations, and assisting with formulation of strategies and process improvements. This position is accountable for all aspects of support for products, third party products and interfaces that fall within the support scope of a specified product area(s). This position is accountable for achieving and maintaining service levels and customer satisfaction goals as defined in KPIs and customer service level statements. Requires 8 plus years relevant experience and at least 2 plus years of managerial/leadership experience.

Essential Duties:

Lead the team in both the development and achievement of operational goals; coordinating all necessary enablement, education and certification programs.

Drive alignment of all team members adherence to role specific processes and guidelines. In addition, you will execute all talent management programs throughout the year, responsible for the effectiveness of people processes, ensuring people initiatives are completed and monitored (Roles, Responsibilities & Expectations (RREs), compensation reviews, talent reviews etc.)

Understand and execute the PBM journey for all employees by championing our guiding principles to transform our culture proactively tracking, monitoring, and managing all agreed KPIs.

Align all aspects of recruiting/sourcing activities including inbound referrals to interview participation and Infor onboarding activities. You will also be involved in the implementation and execution of all operational plans that impact your team.

Participate with budget management including budget preparation, forecasting and variance reporting.

Provide leadership role in customer situations, keeping both customer and interested parties within the company informed as to on-going status.

Contribute to the maintenance revenue by recommending value-add services, i.e., Education, PSO opportunities, etc, to customer as well as to Account Representatives.

Create, promote and facilitate positive relations with Services and Support partners, customers and all Infor departments.

Monitor overall product quality and supportability for assigned product area and provide feedback to Product Development.

Assess product enhancement and evolution to understand and plan for future required team resources including infrastructure needs.

Manage special projects as assigned by Director, Support Operations

Accountable for development of knowledge base content (quantity and quality) for assigned product area.

Accountable for overall support readiness for Beta and GA initiatives for assigned product area.

Responsible for managing escalated issues and collaborating with other departments, as necessary to expedite resolution. (If applicable, mention “Participate in 24x7 and holiday coverage when needed.”)

If applicable, reference any “Travel to customer sites, as required, to provide training or delivery presentations and/or manage customer crisis situations.”

Basic Qualifications:

Degree in Business Administration/Management, Computer Science or related field or equivalent relevant work experience. 

In-depth working knowledge of department operations, proficiency in prioritizing critical customer issues and identifying training needs of the team. 

Demonstrates high standards of professional behaviour in dealings with customers, colleagues and staff.

Highly advanced inter-personal skills, especially in handling contacts of all types and at all levels.

Has experience managing people and being responsible for performance management and communication to staff.

Has contributed to, and has demonstrable evidence of, employee engagement and motivation.

Has experience of mentoring and is familiar with staff motivation techniques.

Excellent knowledge of customer service practices and procedures. 

Excellent telephone, written and verbal skills.  

Highly organized and confident decision-making skills. 

Adaptable and able to work under pressure. 

Strong conflict resolutions and interested in leading teams.

Experienced in escalation management and negotiating/setting expectations for customers.

General knowledge of relevant software/hardware, technology or design and implementation of business applications.

Proficient PC skills and various tools used to improve team proficiency.

Command of English language preferred to be able to provide oral and written communications that effectively articulate complex ideas.

Preferred Skills:

• Ability to manage multicultural departments.

• Additional languages (verbal and written) are a plus.

O společnosti Infor

Infor je světovým lídrem v oblasti vývoje cloudového softwaru pro společnosti působící ve specifických průmyslových a dalších oblastech. Infor vytváří kompletní sady aplikací v cloudu a efektivně nasazuje technologie, které kladou uživatelský zážitek na první místo, využívá data science a snadno se integruje do stávajících systémů. Více než 60 000 organizací po celém světě spoléhá na Infor, aby pomohly překonat změny na globálních trzích a dosáhly digitální transformace na úrovni celé firmy..

Další informace naleznete na adrese www.infor.com

Naše hodnoty

Ve společnosti Infor se snažíme vytvářet prostředí, které je založeno na obchodní filozofii nazvané Principle Based Management™ (PBM™) a osmi Vedoucími principy: integrita, správa a dodržování pravidel, transformace, podnikání založené na principech, znalostí, pokory, respektu a seberealizace. Zvýšení rozmanitosti je důležité pro to abychom reflektovali naše trhy, zákazníky, partnery a komunity, kterým poskytujeme služby nyní i v budoucnosti..

Máme neúnavný závazek vůči kultuře založené na PBM. Vycházející z principů, které umožňují rozkvět svobodné a otevřené společnosti, PBM™ připravuje jednotlivce k inovacím, zlepšování a transformaci, zatímco podporuje zdravou, rostoucí firmu, která vytváří dlouhodobou hodnotu pro své klienty a podporovatele a naplňuje zaměstnance.div>

Infor je zaměstnavatel, který poskytuje rovné příležitosti. Zavazujeme se vytvořit rozmanité a inkluzivní pracovní prostředí. Infor nedělá rozdíly mezi kandidáty, nebo zaměstnanci na základě jejich pohlaví, rasy, genderové identity, postižení, věku, sexuální orientace, náboženství, národnosti, vojenského statusu nebo jakéhokoli jiného chráněného statusu podle zákona.

Ve společnosti Infor si ceníme vašeho soukromí, proto jsme vytvořili zásady, které si můžete přečíst zde.