Team Lead /Senior Manager -Channel Support and Implementation

DUTIES AND RESPONSIBILITIES
 
The duties and responsibilities Senior Manager Support & Implementation  – Alternate Channel Solutions include the following:
1. Job Purpose
The Senior Manager Support & Implementation, You will be responsible for leading and managing the Support and Implementation function for Alternate Channel Solutions, ensuring operational excellence, SLA compliance, quality project delivery, and team performance.
Your key roles and responsibilities will include, but not be limited to:
1. Operational Support & SLA Governance

• Oversee resolution of customer tickets within defined Service Level Agreements (SLAs).
• Ensure departmental adherence to response time, repair time, and resolution time standards.
• Monitor and reduce reopened tickets and recurring issues.
• Act as an escalation point for critical client matters.
• Drive continuous improvement in service quality and customer communication standards.

You will be accountable for overall SLA performance and customer satisfaction within the department.
2. Project Implementation Oversight

• Ensure timely and quality delivery of implementation projects.
• Monitor milestone completion and committed timelines.
• Minimize post go-live defects and ensure effective stabilization of deployments.
• Conduct structured project review and learning sessions.

You will be accountable for predictable, on-time, and low-defect project delivery.
3. Team Leadership & Development

• Lead, mentor, and develop team members to enhance technical capability and performance.
• Conduct regular mentorship and performance review sessions.
• Ensure structured departmental training programs are implemented.
• Build leadership readiness within the team.

You will be accountable for building a high-performing and disciplined team culture.
4. Performance Monitoring & Reporting

• Monitor departmental KPIs and ensure performance adherence.
• Implement corrective action plans where performance gaps are identified.
• Maintain accurate reporting dashboards and provide regular updates to management.

You will be accountable for ensuring transparency, performance governance, and results delivery.
5. Stakeholder & Cross-Functional Collaboration

• Collaborate with Product, Development, Sales, and other internal stakeholders to ensure seamless service and project execution.
• Proactively manage risks, escalations, and client expectations.

 
This role carries full accountability for operational performance, quality of delivery, team effectiveness, and client satisfaction within the Support & Implementation function of Alternate Channel Solutions.
The Company reserves the right to modify or expand the scope of responsibilities in line with business requirements.

DUTIES AND RESPONSIBILITIES
 
The duties and responsibilities Senior Manager Support & Implementation  – Alternate Channel Solutions include the following:
1. Job Purpose
The Senior Manager Support & Implementation, You will be responsible for leading and managing the Support and Implementation function for Alternate Channel Solutions, ensuring operational excellence, SLA compliance, quality project delivery, and team performance.
Your key roles and responsibilities will include, but not be limited to:
1. Operational Support & SLA Governance

• Oversee resolution of customer tickets within defined Service Level Agreements (SLAs).
• Ensure departmental adherence to response time, repair time, and resolution time standards.
• Monitor and reduce reopened tickets and recurring issues.
• Act as an escalation point for critical client matters.
• Drive continuous improvement in service quality and customer communication standards.

You will be accountable for overall SLA performance and customer satisfaction within the department.
2. Project Implementation Oversight

• Ensure timely and quality delivery of implementation projects.
• Monitor milestone completion and committed timelines.
• Minimize post go-live defects and ensure effective stabilization of deployments.
• Conduct structured project review and learning sessions.

You will be accountable for predictable, on-time, and low-defect project delivery.
3. Team Leadership & Development

• Lead, mentor, and develop team members to enhance technical capability and performance.
• Conduct regular mentorship and performance review sessions.
• Ensure structured departmental training programs are implemented.
• Build leadership readiness within the team.

You will be accountable for building a high-performing and disciplined team culture.
4. Performance Monitoring & Reporting

• Monitor departmental KPIs and ensure performance adherence.
• Implement corrective action plans where performance gaps are identified.
• Maintain accurate reporting dashboards and provide regular updates to management.

You will be accountable for ensuring transparency, performance governance, and results delivery.
5. Stakeholder & Cross-Functional Collaboration

• Collaborate with Product, Development, Sales, and other internal stakeholders to ensure seamless service and project execution.
• Proactively manage risks, escalations, and client expectations.

 
This role carries full accountability for operational performance, quality of delivery, team effectiveness, and client satisfaction within the Support & Implementation function of Alternate Channel Solutions.
The Company reserves the right to modify or expand the scope of responsibilities in line with business requirements.