What are the responsibilities and job description for the DEPUTY MANAGER position at HCL Technologies?
This is SAP Customer Engagement Manager position which is elevated role as per career progression/ path for SAP Basis consultant who would like to become SDM/ Account Manager/ Service Manager in their career journey. Primary role/ responsibility for this role is to understand customer requirements about their SAP Landscape and facilitate solutions, technical services with alignment of SAP backend support (TechOps) team on SAP RISE Platform.
dCEM is primary SPOC for RISE customers and will engage with customers on regular basis to provide guidance about their SAP Landscape functioning OR any maintenances (planned/ unplanned)
DCEM team member works very closely with SAP IAE, CAA, TSM, CDM teams to ensure Customer has all necessary guidance, information needed for their SAP Landscape functioning & planning (Refer detailed Roles & Responsibilities below)
SAP RISE Platform offers all latest SAP Technologies (Products) with options for customer to select their own Hyperscaler (AWS, Azure or GCP).
This role is Customer facing and will require to join meetings, answer technical queries from customer team & present assessments.
Since it is an Engagement Manager role so there is no expectation from the resource to perform any hands-on work.
(1.) 1. Ensure Retention of team members is within the agreed norms.
2. To lead, motivate and develop teams so that they are motivated to meet new challenges. (2.) 1. To ensure complete adherence to Attendance/Login Hours/Unsched Leave for his span/2. To ensure full deployment of performance management processes like Monitoring, Coaching, One to One, etc/3. To have regular reviews with team leaders
4. To maximize profitability & ensuring Quality standards (3.) 1. To formulate the Key Result Areas of the Team Leaders & Team Members
2. Conduct appraisals and feedback sessions with Team leaders/FTs and agents at regular intervals
3. Performance & SLA Management and ensure good customer satisfaction feedback from both internal as well as external clients (4.) The individual should demonstrate capability of delighting one s customers by focusing on their needs and ensuring that the customer perspective is the driving force behind all value-added business activities (5.) To consistently meet or exceed all agreed execution parameters as defined for the process.
dCEM is primary SPOC for RISE customers and will engage with customers on regular basis to provide guidance about their SAP Landscape functioning OR any maintenances (planned/ unplanned)
DCEM team member works very closely with SAP IAE, CAA, TSM, CDM teams to ensure Customer has all necessary guidance, information needed for their SAP Landscape functioning & planning (Refer detailed Roles & Responsibilities below)
SAP RISE Platform offers all latest SAP Technologies (Products) with options for customer to select their own Hyperscaler (AWS, Azure or GCP).
This role is Customer facing and will require to join meetings, answer technical queries from customer team & present assessments.
Since it is an Engagement Manager role so there is no expectation from the resource to perform any hands-on work.
(1.) 1. Ensure Retention of team members is within the agreed norms.
2. To lead, motivate and develop teams so that they are motivated to meet new challenges. (2.) 1. To ensure complete adherence to Attendance/Login Hours/Unsched Leave for his span/2. To ensure full deployment of performance management processes like Monitoring, Coaching, One to One, etc/3. To have regular reviews with team leaders
4. To maximize profitability & ensuring Quality standards (3.) 1. To formulate the Key Result Areas of the Team Leaders & Team Members
2. Conduct appraisals and feedback sessions with Team leaders/FTs and agents at regular intervals
3. Performance & SLA Management and ensure good customer satisfaction feedback from both internal as well as external clients (4.) The individual should demonstrate capability of delighting one s customers by focusing on their needs and ensuring that the customer perspective is the driving force behind all value-added business activities (5.) To consistently meet or exceed all agreed execution parameters as defined for the process.
