SUMMARY:
The Associate Manager, Player Services, serves as the operational owner of Tier 2 service delivery within the CRC Pune Service Delivery Centre. Reporting into the Director, this role ensures that all service management practices, processes, and performance standards adhere to ITIL 4 principles and organizational goals.
The Associate Manager oversees back-office operations, service portfolio performance, and end-to-end player support delivery, ensuring effective alignment with the tiered support functions. Acting as the primary interface between operations, analytics, quality, training, and service governance teams, this role drives continuous improvement, SLA adherence, and service excellence.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Core duties and responsibilities include the following. (Other duties may be assigned.)
Team Leadership: Manage and mentor a team of Tier 2 Team Leads, providing guidance, training, and performance evaluations.
Back Office Operations: Oversee the daily operations of the back office, ensuring timely and accurate processing of support requests and administrative tasks.
Service Portfolio Management: Manage the service portfolio to ensure alignment with organizational goals and effective delivery of services.
SLA Management: Ensure adherence to Service Level Agreements (SLAs) and monitor performance to meet or exceed targets.
Service Management: Ensure the efficient resolution of player issues, maintaining high levels of player satisfaction.
Collaboration: Work closely across all internal & external support teams, as well as other departments such as product development and finance, to ensure seamless service delivery.
PMO Integration: Collaborate with the Project Management Office (PMO) to ensure alignment of projects and initiatives with service delivery goals.
Quality Assurance: Work closely with the quality assurance team to maintain high standards of service delivery.
Learning & Development: Collaborate with the global Learning & Development (L&D) team to ensure continuous training and development of the support team.
Reporting: Prepare and present regular reports on team performance, operational efficiency, and service metrics to senior management.
Escalation Management: Handle escalated player issues and ensure they are resolved promptly and satisfactorily.
Compliance: Ensure all support activities comply with company policies, local policies, industry standards, and regulatory requirements.
Global Practices: Ensure robust adherence to global practices and standards, aligning with the organization's international policies and procedures.
Local Leadership: Act as the local leader, representing the CRC service delivery centre, fostering a positive work environment, and addressing local challenges and opportunities.
Collaboration with Local Leadership: Work closely with local leadership to align the service delivery centre's goals with regional objectives, ensuring cohesive and effective operations.
ITIL Integration: Implement ITIL methodology and best practices to enhance service delivery and operational efficiency.
Performance Management: Define and execute operational strategies by conducting needs assessments, performance reviews, by utilizing the MAP system effectively.
Performance Tracking: Utilize relevant data, daily reports, performance observation, and all established KPI’s to track and evaluate individual and team performance.
Human Resources: Actively and regularly engage with your local Human Resource Business Partners and your senior leadership regarding team morale, performance risks, and all personnel issues which may impact business operations.
QUALIFICATIONS:
To perform this job successfully, you must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. You must be able to take a hands-on approach while maintaining self-sufficiency when working independently. Excellent communication, collaboration, and organizational skills with attention to detail while providing innovative thinking and continuous process improvement will define your success in this role. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION:
Bachelor's degree in Business Administration, Information Technology, or a related field
EXPERIENCE:
Minimum 3 years of experience in a player support or service role, with at least 2 years in a managerial position.
SKILLS:
Strong leadership and team management skills.
Excellent communication and interpersonal skills.
Ability to analyze data and generate actionable insights.
Proficiency in player support software and tools.
Strong problem-solving and decision-making abilities.
Knowledge of ITIL practices and methodologies.
PREFERRED QUALIFICATIONS:
Experience in a global organization.
ITIL certification.
Multilingual capabilities.
WORKING CONDITIONS:
This role may require occasional travel.
Ability to work flexible hours to accommodate global time zones.
Considerable understanding of video games and broad video game culture.
• The responsibilities outlined above are not exhaustive and may evolve in line with changing business, project, and organizational requirements or subject to change based on business requirements.