Manager - Partner Management - Field Operations

Job Objective:

To lead and manage the Partner Management team, ensuring strong relationships with partners across the country, driving strategic initiatives, and achieving business goals within the customer support service business segment.

Key Responsibilities:

- Manage the entire lifecycle of the partner relationship starting from identifying to onboarding, maintain partner relationships and contracts and partner offboarding.

- Collaborate with Program and Delivery managers on forecasting partner requirements and

create a good pipeline of partners.

- Address partner grievances and resolve disputes with partners.

- Conduct periodic Partner Connect sessions and partner meetings at regional level.

- Ensure sufficient resources are available for joint strategic planning and execution initiatives.

- Conduct regular gap analysis to identify areas where current partnerships can be improved or new partnerships can be formed.

- Define and manage SLAs with partners to ensure consistent and high-quality service delivery.

- Establish SLAs that address partners' specific needs and challenges, ensuring their satisfaction.

- Allocate resources to build and maintain trust with key stakeholders within the partner ecosystem.

- Use gap analysis and resource management tools to extract insights from real-time data, helping to identify areas for improvement and allocate resources accordingly

Required Qualifications:

- Bachelor's degree in Business Administration, Management, or a related field.

- Minimum of 8-10 years of experience in partner management or a related role.

- Proven track record of building and maintaining strong partner relationships.

- Strong analytical and problem-solving abilities.

- Ability to understand financials and P&L.

- Ability to manage multiple projects and priorities simultaneously.

Core Competencies:

- Ability to develop and implement long-term strategies to achieve business goals.

- Strong leadership skills to inspire and guide a team towards success.

- Excellent interpersonal skills to build and maintain strong partner relationships.

- Ability to analyze data and make informed decisions.

- Flexibility to adapt to changing business environments and requirements.

Technical Skills:

- Proficiency in CRM software and tools.

- Knowledge of customer support service processes and best practices.

- Experience with data analysis and reporting tools.

- Familiarity with industry-specific regulations and compliance requirements.

Desired/Soft Skills:

- Excellent communication and interpersonal skills.

- Strong problem-solving and conflict-resolution abilities.

- Ability to work collaboratively with cross-functional teams.

- High level of professionalism and integrity.

- Strong organizational and time-management skills.

Experience Requirements:

- Minimum of 8-10 years of experience in partner management or a related role.

- Experience in the customer support service industry is preferred.

- Proven track record of achieving business goals and driving growth