Senior Practice Manager - CRM

Permanent contract|Bangalore|Information Technology

Senior Practice Manager - CRM

Bangalore, India Permanent contract Information Technology


Client focus:

• Strengthen governance with local clients –GBIS & Core business

• Constant & continuous representation of GTS in all BRM meetings

• Representation of KEY Qualitative and Quantities KPIs to the business stakeholders

• Client Satisfaction to be the utmost priority with measurable indications- weekly /monthly Survey-

• Initiatives to be proposed to business partners with Value proposition with the GTS Services rendered locally.

• Enhance and add business value to the production dashboard reviewed during client governance

• Track ,monitor key production quality KPI – MI/BP caused by GTS Impacting GSC business


• Create a repository of Service Catalogue of GTS delivery Team & ensure GSC business is made well aware of the services provided by Skill teams locally

• New user On boarding- with effective coordination with GTS internal partners

• Face2Face :arrange & set up F2F meetings with business teams and GTS delivery for any project related consultation

Quality and Production

• Work closely with delivery leads to launch various initiatives & service improvements to bring stability in the production and enhance client experience

• Play an active role in coordinating and keeping key stake holders informed during production crisis

• Follow up with the respective delivery teams on the postmortem and communication to the users on all major incidents caused by GTS and work towards remediation plan to provide permanent fix.

Profile required

• Ability to understand business processes & their IT requirements across GSC GBIS & Core business

• Ability to maintain a close relationship with the business users by effective communication on all ongoing production/Project issues and follow up on a timely basis with required stake holders

• Ability to maintain efficient & open communication channels with business client’s internal partners (GTS) to ensure that the issues are well followed and the actors are aware of the specificities or constraints.

• Ability to articulate and communicate with business users on available support matrix & organization set up

• Ability to estimate road blocks and suggest to improve day to day interaction of business users with delivery teams and take initiatives to reduce the operational risks to improve GTS support quality and efficiency

Why join us

“We are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status”

Business insight

At Société Générale, we are convinced that people are drivers of change, and that the world of tomorrow

will be shaped by all their initiatives, from the smallest to the most ambitious.

Whether you’re joining us for a period of months, years or your entire career, together we can have a positive impact on the future. Creating, daring, innovating and taking action are part of our DNA.

If you too want to be directly involved, grow in a stimulating and caring environment, feel useful on a daily basis and develop or strengthen your expertise, you will feel right at home with us!

Still hesitating?

You should know that our employees can dedicate several days per year to solidarity actions during their working hours, including sponsoring people struggling with their orientation or professional integration, participating in the financial education of young apprentices and sharing their skills with charities. There are many ways to get involved.

We are an equal opportunities employer and we are proud to make diversity a strength for our company. Societe Generale is committed to recognizing and promoting all talents, regardless of their beliefs, age, disability, parental status, ethnic origin, nationality, sexual or gender identity, sexual orientation, membership of a political, religious, trade union or minority organisation, or any other characteristic that could be subject to discrimination.

Reference: 20000P3I
Entity: SG Global Solution Centre
Starting date: 2021/03/31
Publication date: 2021/02/02