Senior Manager – Customer Service Practice

About the role

The Senior Manager – Customer Service Practice will lead the design, implementation and governance of service delivery frameworks across multiple accounts. This role combines strong analytical abilities with deep knowledge of service level agreements, key performance indicators and customer experience metrics to drive continuous improvement.

Key responsibilities

• Define metrics and targets across roles and functions aligned with business goals.
• Establish tracking mechanisms and MIS tools for performance data.
• Partner with cross‑functional teams to design workflows, process maps and action plans.
• Implement robust governance, audit and control mechanisms.
• Identify improvement opportunities within existing accounts and drive actionable enhancements.
• Lead internal governance rhythms, best‑practice sharing and practice forums.
• Evaluate and deploy automation and process‑transformation initiatives.
• Review, validate and refine solutions, alliances and service offerings.
• Red‑line SOWs and MSAs to ensure alignment with scope and commercial terms.
• Engage, negotiate and collaborate with clients and internal stakeholders to influence decisions and achieve business results.

Required profile

• Strong analytical and problem‑solving capabilities.
• Deep understanding of CSL, SLA and KPI governance.
• Excellent English communication with strong articulation skills.
• Proven ability to work with cross‑functional teams and drive governance models.

Required skills