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JOB DESCRIPTIONHead Business Support operations

Job Title/DesignationGlobal Support Head

Function/GroupTally Care Operations

GradeT

Required Minimum Experience in years15+ years

Travel RequiredNo

LocationBangalore

Objective

To define and develop the vision and strategy for the Tally Care Operations

To continually develop the customer service experience and implement new, innovative solutions to

improve the overall process globally.

About Company

Tally Solutions Private Limited

Tally is an innovatively simple business solution provider that caters to the needs of the entire pyramid

(small to large businesses) for more than two decades. Tally products are transforming businesses

across industry in over 94 countries. In India, Tally powers 95% of businesses. Tally is used by over 6 lakh

businesses across the world. We have 25000+ strong partner network. Tally is Headquartered in

Bangalore with 11 regional offices across India and 1 office in Dubai

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Key Areas of Responsibility

Strategic

Build and run an appropriate Tally Care Operations (TCO) function in accordance with Vision,

Strategy, Approach and Goals of Company. This includes right structure, staffing, practices

and tools across the function to deliver the best in class services.

Achieve TCO objectives by contributing customer service information and recommendations

to strategic plans and reviews; preparing and completing action plans; implementing

productivity, quality, and customer-service standards; resolving problems; completing audits;

identifying customer service trends; determining system improvements; implementing

change

Lead the development and execution of overall TCO strategies

Establish customer service and productivity metrics

Participate in operations leadership meetings; develop and drive strategies and programs that

improve the customer experience

Laying down the platform for business solutions(CRM) across geographies for current and

future products Optimally strategies a global structure and a platform for delivery of high class quality support

to all products of Tally

Operational

Lead and manage business support operations teams and responsible for the overall direction

and the performance of these teams

Maintain a quality customer service environment by ensuring proper training and support for

customer service representatives, handling customer problems quickly and to the customer's

satisfaction, maintaining efficient staffing levels, and promoting good morale

Improve customer service quality results by studying, evaluating, and re-designing processes;

establishing and communicating service metrics; monitoring and analyzing results;implementing changes

Determine customer service requirements by maintaining contact with customers either

through surveys or some other methodologies; analyzing information and implementing

change

Collaborate with product management and R&D teams to ensure Customer Service readiness

for all new product launches

Work closely with the Product Management team to represent the voice of the customer,

helping to drive product improvements, problem solve issues and fix bugs

Monitor and report on all operational activity (key performance indicators/metrics, corrective

action reporting, performance plans, trends, etc.)

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Position Hierarchy

Minimum Qualification

Educational Qualification Licenses/Certifications

Bachelors degree in related field or equivalent

experience

Knowledge

Proficiency of CRM practices globally

Knowledge of technical help desk in a software product environment

Management

Global HeadTally Care Ops

HeadTally Care Operations

Report to:

Designation:

Reporting Manager of:

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Experience & Skills

Mandatory Experience Required

15+ years successful experience in managing customer

service operations

A track record of developing & implementing delivering

continuous improvement in service delivery, and improvedoutcomes in Customer Services

Experience in laying the platform for business

solutions(CRM) across geographies for current and future

products

Essential Skills Required

Excellent planning and organization skills, ability to handle

multiple tasks and work in a fast-paced, time-sensitive

environment

Demonstrated interpersonal skills including, mentoring,

coaching, presentation skills and the ability to interact withcolleagues at all levels

Strong analytical and problem solving skills

Process improvement identification skills

Good to have Skills

Detail-oriented and highly-organized

Good verbal and written communication skills

Attributes

Visionary with an ability to adapt to the overall goals of the company

Dynamic, energetic, motivated, positive outlook with the ability to multi-task and prioritize

responsibilities

A strong sense of responsibility and passion for providing a great customer experience