Senior Group Leader

Job Description

Role Purpose
The purpose of this role is to increase revenue, maximize process efficiency & cost-effectiveness, and ensure excellent customer experience, through effective supervision of daily operations and personnel, contract compliance, resource optimization and capability development within an account.

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Do

• Maximize process efficiency and cost effectiveness through strategic planning, contract compliance and governance mechanisms

• Strategy Planning with Senior Stakeholders

• Collaborate with leaders to provide strategic and operational plans associated with the account

• Plan the strategy for the coming years by identifying new geographies for alternate revenue streams

• Ensure a deep enough understanding of clients’ individual experiences to head off potential issues before they become problems

• Contract compliance & adherence

• Ensure all SLA parameters are met in the account and maintain a green card at all times

• Review and drive appropriate actions/ systemic changes on internal and external audit findings to ensure no major non-compliances are cited

• Monitor and review the account on various delivery parameters to ensure quality delivery as per budget and timelines

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• Delivery governance in the account

• Understand customer goals and key performance metrics and ensure exceeding those goals throughout the project
• Ensure a green card for all accounts in terms of performance and quality
• Monitor and review delivery dashboards/ MIS across accounts to track progress and identify potential red flags
• Participate and share account performance across operational, quality and fulfillment parameters with internal and external stakeholders
• Lead and manage project escalations, potential risks or early warning signs on project delivery to eliminate any revenue leakage
• Ensure regular invoicing as per the contract terms and condition
• Forecast and track key account metrics

• Invoicing

• Timely submission of invoices to the client as defined in the SOW
• Provide information required and resolve any invoicing issues raised by the client

• Collect and analyze statistics (costs, customer service metrics etc.)

• Assume responsibility of budgeting and tracking expenses

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• Ensure outstanding performance against key metrics mentioned in the agreement

• Regular cadence around contract compliance

• Evaluate performance with key metrics (accuracy, customer service metrics etc.)

• Set direction for the team, track progress against targets through regular cadence calls and course correct as require

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

• Drive and implement structured cadence around quality, both process and transactional

• Cadence with delivery lead to ensure margins are met and the account numbers are at par to what is committed

• Weekly calls with WFM to ensure resource optimization, compliance to the manpower numbers agreed in the contract, future planning in case of ramp ups etc.

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• Resource Allocation & Retention
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
• Review and monitor resource planning and fulfillment in line with account requirements and costs of delivery
• Optimize manpower and minimize leakages by working closely with delivery head
• Ensure retention by offering relevant trainings and certifications of all allocated resources
• Lead one-on-one floor connect and other engagement activities to improve stickiness of the delivery team
• Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects