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    Assistant Vice President - Mumbai, India - Hexaware Technologies

    Hexaware Technologies
    Hexaware Technologies Mumbai, India

    1 week ago

    hexaware technologies background
    Upper Management / Consulting
    Description

    Roles & Responsibilities:

    Opportunity analysis

    • Works with Hexaware Internal sales teams, customer's CXO, IT, Line of Business management to develop an accurate understanding of business needs.
    • Identifies business value creation implications.
    • Identifies customer-wide business parameters and constraints that impact the OCX solution.
    • Identifies probable competition and evaluates relative company strengths.

    Solution Planning and Design

    • Architects an appropriate business & technical solution to meet the customer's requirements.
    • Optimizes the solution's fit to the requirements of an opportunity plus align the same to the broader customer experience improvement strategy & framework.
    • Adapts solution design to new requirements.
    • Establishes the validity of a solution and its components with both short- and long-term implications.
    • Identifies the growth path, scalability options and implications for the client's customer experience strategy and/or related business implications of a solution and includes these in design activities and account planning.
    • Optimizes a solution to maximize company competitive advantages.

    Client/customer relationship

    • Builds strong professional relationship with key client business executives globally.
    • Communicates the value of the Hexaware offering and solutions in business terms.
    • Understands and addresses customer issues in relevant business terms.
    • Applies strong consultative selling techniques to advance opportunities.
    • Is perceived as a trusted business advisor by the customer.
    • Manages problem resolution and customer satisfaction issues through strong partnering capabilities.
    • Effectively communicates and articulates the details of their component roles in a proposed customer solution.

    Account team collaboration

    • Actively participates with the Sales, coverage and regional team in account and opportunity planning on a global basis.
    • Provides solution advice, drives proposals, presentations, and other customer communications during pursuit.
    • Understands the roles and effectively directs other teams and resources within the company and partners.
    • Ability to work with BPS Service Executives to understand "people" impacts in optimizing Business Processes
    • Applies technical & business skills to identifying overlooked opportunities within the account.
    • Facilitates smooth transition from sales to implementation by orienting the appropriate teams to the solution design.

    Scope and Impact

    • Contributions have major impact across the company Regions and business unit, and strong impact on company's business in driving revenue growth.
    • Analyzes and leads the presales direction for the opportunities and industry segments.
    • Breadth of influence goes across multiple geographies, industry segments within the company and is sought, valued and used.

    Experience:

    • 15+ years of experience preferably in BPO environment with post education / graduation
    • Experience in technical consultative selling and solution/account management
    • Technical and solution experience in Business Process Services industry, specifically around Omnichannel Customer Experience (OCX) services
    • Technical solution experience in Contact center technology products from Avaya / Genesys / Nice / Cisco preferred;
    • Experience in vertical industry preferred like Retail / CPG, Banking and Manufacturing & Consumer industries.
    • 5-10 years' experience in project/program management
    • Experience in Nex-gen OCX solution leveraging technologies around AI / ML, ChatBOTs, Conversational AI tools, ChatGPT / Generative AI preferred.

    Technical Skills Required

    • Demonstrates expert knowledge of BPS Solutions, especially in the areas of Customer Experience and Contact Center Omni Channel solutions.
    • Demonstrable experience in building a Services cost model based on Bottoms-up / Top down Cost / price breakdown requirements and presents the same to the various internal and external stakeholders
    • Applies deep understanding of technical innovations & trends to solving customer business problems
    • Establishes thought leadership in solution or technical specialty area with customers.
    • Demonstrated ability to work as the lead for large complex projects.
    • Have a broad understanding of the typical solution stack for OCX solutions
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