Manager-Customer Excellence

Ensuring that workflows are managed in a proper fashion and meet and exceed the agreed SLA and TAT with the stakeholders. Work closely with Quality Improvement, training and working with the teams associated with various workflows that have a downstream/upstream impact to the team. Ensure service and cost parameters as agreed are maintained. Process Delivery Supervise daily operations of the team Ensure agreed SLAs are met and exceeded over a period of time Address operational issues and concerns in a timely fashion and resolve Accountable for all key performance indicators of the team across productivity, SLA adherence, quality and customer experience Manage escalations and keep them to minimum. Conduct RCA and implement corrective/ preventive actions and document the same Ensure team performance is tracked against agreed KPIs and reported as per required frequency People Management Manage and mentor a team of 1520 customer care resources and team leads Monitor employee performance and ensure conduct of regular coaching and training for team members Conduct periodic performance reviews of all team members Drive proactive performance management initiatives Workflow Management Maintain standard workflows at keystroke level and constantly keep the same updated Monitor work allocation and team bandwidth real time Stakeholder Management Develop and maintain strong relationships with key stakeholders, including customers, and internal teams Collaborate with other departments where required to ensure a seamless customer journey Performance Excellence Develop productive, profitable and achievement oriented working environment for employees Constantly evaluate current operational strategies and recommend improvements Identify opportunities to improve productivity and introduce RPA and other technologies to constantly gain capacity benefits Develop an environment of continuous improvement

Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries. We safeguard billions of our customers' assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts. Take a look at our history here . Iron Mountain helps lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions, whether in information management, digital transformation, secure storage and destruction, data center operations, cloud services, or art storage and logistics. Please see our Values and Code of Ethics for a look at our principles and aspirations in elevating the power of our work together.