Assistant Manager CRM Delivery

Role Overview This position offers an exciting opportunity to lead CRM delivery operations and drive excellence in customer satisfaction. As Assistant Manager, you will oversee team performance, ensure adherence to SLAs, and act as the primary escalation point for resolving customer queries. You will play a crucial role in strengthening client relationships while maintaining high operational standards. Key Responsibilities - Monitor and ensure adherence to all client Service Level Agreements and operational performance metrics - Act as first level escalation for customer-related queries with focus on timely resolution and satisfaction - Lead, coach, and develop team members to drive performance and enable professional growth - Identify performance gaps and implement corrective action plans with measurable outcomes - Generate high-quality reports and collaborate on implementing measurement frameworks and reward systems - Engage with client stakeholders at middle and senior management levels to review performance and strengthen relationships Required Qualifications - Bachelor's degree in any discipline, Commerce, Liberal Arts, or Life Sciences preferred - 6 to 8 years of experience in BPO or Customer Service Operations with team or process leadership exposure - Strong spoken and written English communication skills - Demonstrated ability to work effectively under pressure in dynamic environments - Strong analytical capability with proficiency in interpreting performance data Why Join Us Join IBM and contribute to delivering exceptional customer experiences while developing your leadership capabilities. We foster an environment that encourages professional growth, innovation, and excellence in everything you do.

- 6 to 8 years BPO and Customer Service Operations experience - Team or process leadership experience required - Bachelor's degree in any discipline - Strong analytical skills and performance data interpretation - Excellent communication skills in English - Ability to manage dynamic work situations and pressure - Decision making and solution oriented approach - Change management capability - Good time management and deadline management - CRM knowledge - Quality reporting expertise - Operations management background

- Professional development opportunities - Career growth in customer success and operations - Work with leading global organization - Team collaboration environment