Problem Manager - L2

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