Purpose of the Role:
The Senior Manager serves as the main point of contact between the regional DP Hub and country client servicing team. He or she will be responsible for maintaining excellent relationships and delivering to the client requirements and adhering to project budget. The Senior Manager needs to be involved in project briefing, costing and step in whenever issues arise to identify solutions to resolve and communicate effectively with country team. He or she is the first escalation point. He or she will be set 50% utilization target to be actively involved in projects and ensure experience is cascaded.
Role Deliverables:
- CAWI, CAPI and DE scripting
- Tabulations
- Training others on the job
Scope of the Role:
- Offer consultancy and recommendations during the proposal stage to country CS lead
- Estimate project costs
- Understand client requirements to ensure DP design is appropriate to answer end client needs
- Schedule projects, agree on timelines, negotiate when necessary
- Meet delivery requirements and timelines
- Ensure smooth running of projects with error free outputs
- Proactively resolve issues that may arise during project execution
- Manage the people reporting to him/her and help them develop; conduct performance appraisal
- Identify training and develop needs of the team
- Manage client expectations
- Ensure standard operating protocols are agreed and followed
- Ensure projects are executed within the budgeted cost
- Analyze key performance data to improve the productivity and profitability of offshore partnerships
- Proactively communicate best practices to the country CS team
- Ensure best practices are followed within the team
- Encourage philosophy of continuous improvement
- Mentor and coach team members
- Provide information as and when required to the management
Knowledge and skills required:
- 10+years of experience in market research data processing
- Should be business-savvy - Keeps abreast of assigned markets local business standing (brands/products of clients/etc.), cultural understanding of local people, etc.
- Should have a good understanding of the software and platforms that TNS use
- Strong project management experience including working with cross-functional teams
- Strong client management skills
- People management skills
- Analytical and problem-solving skills are crucial
- Good statistical knowledge
- Must work with a strong attention to detail
Contact Details
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