• Crimsoni Interactive - Assistant General Manager - Client Servicing & Global Operations - Ulatus Translation Division Jobs in Mumbai,India

  • Crimsoni Interactive

Job Description:

Job title Assistant General Manager, Client Servicing & Global operations

Business Unit Ulatus Translation division of Crimson Interactive Pvt Ltd

Location Goregaon West, Mumbai

Who We Are

- Ulatus is the translation division of Crimson Interactive Pvt Ltd, #1 language service provider in India, 16th in Asia and 61st in the world We empower companies to communicate with their audiences in global markets in language they understand We offer innovative and effective language solutions to individual researchers as well as global corporations exploring business opportunities in regional markets

- We are a company with an entrepreneurial spirit and innovative culture We are positive, passionate and live our values We are a global company headquartered in India and since our launch in 2005 we have our offices in USA, Japan, China Korea, Taiwan, Turkey and UK

The Role

- Ulatus thrives on knowledge, exceptional delivery of service and being agile You will strategically align activities of the teams (Client Servicing (CS) team and Global Operations team) to organization goals as well as build capabilities across teams, ensure revenue growth through business conversions and ensure customer excellence across all regions In short, you will be responsible in achieving Business Growth Targets, Creative Operations, Customer Excellence, Operations Strategy and functioning of KPIs and SLAs within the two verticals

- Working with expats from different nationalities, you are required to be sensitive to different cultures and ensure your approach of handling your activities is tailored to meet varied needs Similarly, since the business is spread across the world, understanding clients, their behavior and designing our approach to winning clients/assignments is going to be crucial for the role You will be exposed to many financial related decisions and hold complete accountability for the success of the operational, sales & financial objectives of your unit

Role & Responsibilities

CS team

- Work towards client conversion strategies and implement action plans to improve short and long-term objectives

- Derive sales targets for different regions of Ulatus as a whole and implement plans in order to meet/overachieve them

- Act proactively to ensure smooth CS and Japan sales operations and effective team collaboration

- Responsible for managing client closures and sales target at daily, monthly, quarterly and yearly level

- Responsible for day-to-day sales operations in Japan such as hot leads, client visits, client conversions, operations, customer service and business continuity

- Conduct appropriate client profiling, sales and conversion strategies in order to propose solutions to support the growth and expansion of the business

- Design and implement the necessary automation of processes and systems across all regions

- Aid customer relationship management (CRM) in various CRM initiatives

Global Operations

- Improvise on the processes of the entire team set up, and bring it to the best of global standards in the localization industry

- Liase with US sales team to optimize operations in India to meet what clients need

- Acting as a bridge between US sales and Ops team in India to make sure we are on the same page and that we are talking the same language

- Be technologically ready to be able to deal with the most challenging B2Bclient demands

- Give direction to the pre-sales team in India, which reports to the US sales team currently to build a bigger pipeline for US sales staff


- Lead and motivate teams to provide excellent level of service to internal and external customers and to implement the culture of excellence and continuous improvement

- Establish KPIs, measure, review and report on service levels including output quality and volumes of workload/cases

- Propose initiatives to improve customer experience and drive efficiencies

- Identify key points of failure in operational processes and systems and propose solutions to prevent reoccurrence

- Provide advice on positioning, marketing, and development of our services from the perspective of multi-cultural acceptance

Role Requirements

- 10+ years of experience in sales and customer facing operations leadership role

- Experience in working under target driven sales environment handling global level clients

- Previous experience of independently heading a team of individuals including Managers/SrManagers/Team leads

- Having a strong and proven record/examples displaying business acumen and independent decision making abilities

- Experience in a B2C and B2B commercial environment

- International experience and proven ability to effectively work cross-culturally (global outlook), in a fast-paced growth environment will be an add on

- Technology-savvy with strong computer skills

- Strong analytical abilities

Profile Summary:

Employment Type : Full Time
Salary : Not Mentioned
Deadline : 21st Mar 2020

Key Skills:

Company Profile:

Not Mentioned

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