MIS LEAD L3

Job Description

Role Purpose

The purpose of the role is to ensure updation and management of data related to client accounts (forecasting, scheduling and performance), provide timely & accurate analysis through MIS reports and dashboards to the external & internal stakeholders.

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Do

• Develop and lead accurate MIS Management & Reporting within the Service Line

Interact and work closely with management, internal stakeholders & clients to prioritize business and information needs

• Keep track and maintain a master view of the multiple reports, mapped to multiple stakeholders along with their frequency to ensure no report misses timeline or a stakeholder

• Develop and customize dashboards as per client requirements and establish frequency of reporting (weekly/ monthly/ quarterly)

• Closely monitor relevant data parameters (key SLA metrics such as run-rate etc.) to ensure timely updation and data management of such parameters

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

• Develop and implement standardized MIS procedures across all business applications.

• Review for quality assurance of all reports, dashboards, performance indicators to ensure accuracy and security of all reports at all times before sending it to client and or internal management

• Address and prioritize ad-hoc report requirements

• Ensure zero non-compliances on process audit on data security and compliance

• Enhance and maintain tools and systems for efficient MIS generation and reporting system

Regularly monitor MIS tools and application and their performance to avoid unplanned outages and down times

• Perform periodic maintenance and servicing of MIS tools and system to improve operational efficiency

• Stay abreast of the trends, tools and systems available in the market for MIS generation to improve the quality of analysis

• Recommend and implement new technology solutions to improve team/ employee productivity.

• Review current processes for data gathering, analysis and reporting and suggest process improvements for increased team efficiency and cost effectiveness

• Ensure efficient allocation of work and drive capability within team

Setup focused team resources to the respective client/ account basis expertise & experience

• Ensure team KPIs are assigned & delivered with timeliness & accuracy keeping the end results in mind

• Conduct training on MIS activities, tools, analytics and process knowledge to increase team expertise

• Mentor/ guide the team on the resolution of escalations or issues from the clients and internal functions

• Drive the focus of the team on quality and adherence to data security and compliance processes

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• Responsible for invoice management across clients/ accounts

Follow up or seek approval from management/ delivery to seek timely invoices as per contract

• Timely submission of invoices to the client as defined in the MSA and SOW

• Provide information required and resolve any invoicing issues raised by the client​​​​​​​

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• Team Management

Resourcing

Hire adequate and right resources for the team

• Talent Management

Ensure adequate onboarding and training for the team members to enhance capability & effectiveness

• Build an internal talent pool and ensure their career progression within the organization

• Manage team attrition

• Drive diversity in leadership positions

• Performance Management

Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports

• Ensure that the Performance Nxt is followed for the entire team

• Employee Satisfaction and Engagement

Lead and drive engagement initiatives for the team

• Track team satisfaction scores and identify initiatives to build engagement within the team

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Deliver

No.
Performance Parameter
Measure

MIS Management and Reporting:

Quality of Analysis:

Zero errors in reports

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

Stakeholder Management
Customised dashboards as per client and functional requirements

Zero or planned outages

Zero escalations on data reporting

Resolution of escalations

Zero non-conformance on security or compliance requirements

Team Management
Team attrition %, Employee satisfaction score

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