BPO Senior Consultant for Solutions Design - Taguig (for pooling)

About the job: Senior Consultant for Solutions Design

Benefits:

• HMO for Employee and 2 Free Dependents (On Day 1)

• Quarterly performance bonus

• Outstanding career development opportunities and exposure to multiple accounts

Purpose of the role: Analyze different segments of service markets, collate & synthesize market intelligence reports, drive thought papers & convert them to service offerings, drive continuous improvement, and lead end-to-end client interactions with the objective to deliver on group goals within norms and guidelines.

Educational Qualifications: Graduate of any stream (Preferably MBA)

Key Requirements:

• 6 years of BPO/BPM experience. It is mandatory to have worked in customer service operations in a managerial role. Prior Solution design experience will be preferred

• Must be willing to work on-site in BGC, Taguig.

Areas of Responsibility:

• Client Interactions: Creates solutions, customized to client context IN ORDER TO conduct client interaction sessions

• Competitive and market analysis: Gathers, synthesizes, analyses market competitive intelligence for a specific domain/market and provides inputs on gap analysis in order to contribute to a market intelligence and gap analysis report

• Continuous process improvement: Participate in continuous improvement projects in order to deliver project goals

• Contract negotiation: Creates and reviews the SOW (Statement of Work), in order to define the contract terms for a specific solution

• Creating Collaterals: Drives and provides direction to the team member IN ORDER TO prepare collaterals such as flyers, case studies, etc.

• Define Service market strategy: Gathers, synthesizes, analyses specific segments of service markets IN ORDER TO provide inputs for defining service market strategy

• Define the solution: Creates a presentation/thought paper (POVpoint of view) describing a proposed solution, including the pricing model, operating model and value proposition, IN ORDER TO develop it into a service offering

• Develop the customized solution: Creates the customized solution IN ORDER TO bring out a differentiated value proposition

• Internal Branding: Creates collaterals for presentation to internal stakeholders such as sales, other SDI teams, delivery teams, etc. IN ORDER TO create internal awareness

• Knowledge Management: Creates reusable artifacts IN ORDER TO contribute to an updated knowledge repository

• RFP Process: Drives the creation of the RFP response as per the RFP Process defined IN ORDER TO bid for the deal

• Talent Management: Conducts performance appraisals and ensures development of direct reports IN ORDER TO ensure a motivated and productive workforce

• Transformation process: Participate in transformation projects IN ORDER TO deliver project goals

• Transition Execution: Provides troubleshooting advise on identified issues/gaps in the original design to the transition team IN ORDER TO resolve issues during transition

• Transition planning: Transitions knowledge about the solution and the contract to the transition team through discussions and exchange of documents IN ORDER TO ensure smooth handover

• Understanding Client Business Context: Engages with the client and understands the context IN ORDER TO develop a customized solution

• Client Visit Management: Manage and organize the client visits end to end. Act as a project manager and liaise with different teams to ensure timely completion of all the deliverables