Role Purpose

The purpose of the role is to ensure high levels of customer service as per the contract and defined process and standards of the organization.

Do

Ensure high levels of customer service through contract compliance and issue resolution

Ensure SLAs are met and exceeded in the account

Conduct day to day analysis of delivery of services in the account and monitor daily standard service requests

Ensure the company policies and procedures required to deliver high quality services to clients are applied and followed

Identify potential SLA misses and escalate them according to the defined procedure

Work closely with the delivery teams to identify the gaps and improve the process efficiency

Assist in planning and resolution of service incident problems by implementing corrective action plans as discussed

Collate data for the account with regards to the planning, design and improvement of services, including the investigation of all breaches of service level targets

Make recommendations to the Service Delivery Manager of translating repeated non-standard requests into a potential new service offering

Maintain close working relationships with relevant stakeholders to ensure all service-related issues are identified and reported on

Support the implementation of changes to the service agreement, including updating entries and communicating major changes to relevant stakeholders

Responsible for the SLA, Productivity, & Utilization metrics for the assigned account

Prepare timely and accurate MIS reports and dashboards as required by the stakeholders

Ensuring all reports & dashboards are prepared as per stakeholder requirements as per the desired frequency (weekly/ monthly/ quarterly)

Analyze recurring issues in an account and prepare incident reports for relevant stakeholders

Report on repeated service breaches to the delivery assurance manager, against defined SLAs and other contractual agreements

Report on compliance with regards to quality management, risk management, security policies and procedures

Track and follow up with relevant stakeholder for timely updation and data management of parameters (key SLA metrics such as run- rate etc.)

Generate account level reports (billable and non-billable) on forecasting, scheduling (both onshore and offshore) and performance against SLAs, CSAT, Quality etc.

Stakeholder management

Maintain close working relationships with relevant stakeholders to ensure all service-related issues are followed

Provide timely assistance in case of an escalation and support resolution of escalations/ issues

Stakeholder Interaction

Stakeholder Type

Stakeholder Identification

Purpose of Interaction

Internal

SL Leadership, MIS Leadership

Daily Interaction & Reporting, governance

Core Delivery Team & Operations (WFM, Delivery, Quality etc.)

Management of service delivery parameters & Generation of Reports & Dashboards

External

Assigned client/ account

To provide reports & dashboards as per the requirements

Display

Lists the competencies required to perform this role effectively:

• Functional Competencies/ Skill

Domain Expertise - Knowledge of various tools and statistical analysis methodology- Excel, Running Macros, Report Generation, Dashboards, WFM, 1X, HAD tools - Competent

Leveraging Technology - In-depth knowledge of and mastery over technology domain that commands expert authority respect- Competent

Business Knowledge - Understand the DO&P process and workflow, key terms and performance and financial parameters - Competent

Competency Levels

Foundation

Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.

Competent

Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.

Expert

Applies the competency in all situations and is serves as a guide to others as well.

Master

Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.

• Behavioral Competencies
  • Analytical Skills
  • Execution Excellence
  • Managing Complexity
  • Handling Pressure
  • Client centricity
  • Passion for results
  • Stakeholder Management

Deliver

No.

Performance Parameter

Measure

1.

Delivery Assurance for assigned accounts

1) CPM/KPI - count of met /not met against client defined goals; 2) Customer Escalations Closure, Reduction QoQ, ACSAT/NPS; 3) Margin Improvement - Defined/agreed x% improvement, if LOB trending below target & QoQ improvement of 1% for accounts meeting targets 4) Productivity Improvement - Measures: TIO/TOF, Realization, Shrinkages; 5) Solution to deployment variation - % variation of resources from Solution to actual OPS

2.

Reporting

Quality of Analysis

Zero errors in reports

Zero non-conformance on timelines with respect to the client/ stakeholder requirements

3.

Stakeholder Management

Customized dashboards as per client and functional requirements

Zero escalations on data reporting

Zero non-conformance on security or compliance requirements

SDA