Job Description

Role Purpose

The purpose of the role is to deploy and execute SDA framework across deals within LOB, review and support operation in meetings operational parameters as per MSA and SOW and provide value add services to the clients in the LOB.

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Do

1. Deploy the Service Delivery Assurance framework for the LOB within Enterprise

a. Connect daily with the SDA account team members to review SLA/ KPI performance

b. Set standards for the SDA framework deployment with the team

c. Provide guidance on and review initiatives identified by the SDA account team

d. Interact and work closely with Operations, WFM and HR to identify key operational metrices and areas of focus within the LOB

e. Drive capability within the team through product and process training of the respective LOB

f. Develop and review the standard documents (Blue Books) specific to LOB covering all SDA aspects during transitions for standard deals

g. Ensure timely escalations/ proactive alerts to the LOB regarding any issues on hiring, client escalations etc. within the LOB

h. Track and monitor Penalty and Rewards metrics to assess health of delivery and raise alerts to improve in cases where it’s trending below target

i. Review the mitigation plan and ensure that the mitigation measures are implemented as per plan

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2. Lead and drive operational efficiencies within the various accounts of the assigned LOB

a. Review and ensure business and operational KPIs and CPM (Contractual Performance Metrics are met against the client/ stakeholders defined goals & targets across LOBs

i. Track data on productivity, attrition, bench, inactive headcount, time on floor activity, seat tracking etc. through daily trackers

ii. Review operational KPIS through weekly/ monthly trackers, analyse data and trends on KPIs including deviations from target

iii. Plan and conduct regular audits on the process and KPIs to drive adherence to SOW and contract parameters

iv. Highlight deviations and provide recommendation on mitigation plans to avoid penalty

v. Conduct and review the Root Cause Analysis (RCA) in case of process disruptions to ensure appropriate mitigation measures are put in place

b. Drive margin improvement by reducing cost and leakages and ensure optimum operations to meet the revenue targets

c. Lead and support RFP/ RFI and transition of large/ critical deals within LOB to assure delivery excellence

i. Align with the Transition Manager for solutions from Day1

ii. Participate in the transitions calls & closely monitor the activities which needs to be accomplished before the go-live

iii. Support in highlighting any risk and work towards mitigating the same

iv. Understand the SOW requirements and close any open loops

v. Set-up a validation process on what would be at risk for delivery once the process is on boarded

d. Support operations in managing crisis situations and bringing them to Business-As-Usual (BAU) in the LOB

i. Regularly track and review the count & ageing of customer escalation

ii. Track and follow through on the processes to ensure continued smooth delivery

iii. Implement the measures to mitigate any future reoccurrence of the same issues and ensure traceability

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3. Lead and drive focus on business transformation and digitization for the accounts within the LOB

a. Develop and review transformation roadmap for the various accounts in the LOB

i. Support team in proactive identification and prioritization of the transformation initiatives as per the overall account strategy

ii. Understand and review the feasibility of the initiatives and share that understanding with the LOB team

iii. Ensure that transformation initiatives have a client buy-in, as required, to ensure alignment to client’s strategic objectives

b. Lead the deployment of value-add initiatives such as Digital Kiosks, Automation, Analytics Corner etc. with the operations team

i. Review and develop the plan for the initiatives and track the progress against the plan

ii. Identify the impact parameters and improvements expected (in terms of cost, efficiency, FTE reduction etc.) from the initiatives

iii. Support the team around road blocks and drive the initiatives to the closure

iv. Track data to assess improvement and benefits to business

c. Assess integration plans with the existing process & tools to ensure zero down time

d. Create Proofs of Concept and Case Studies to show case the business benefits to the internal and external stakeholders

4. Generate accurate and timely reporting of performance

a. Identify the key operational metrices such as CSAT, ESAT, Revenue, Margin, Run & Change metrices etc. to be included in the SDA MIS

b. Identify and map relevant stakeholders for the SDA MIS

c. Collect, update and analyze the data on the identified metrices and highlight potential revenue leakages

d. Generate and circulate MIS monthly to the relevant stakeholders

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4. Team Management

a. Resourcing

i. Hire adequate and right resources for the team

b. Talent Management

i. Ensure adequate on boarding and training for the team members to enhance capability & effectiveness

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

iii. Manage team attrition

iv. Drive diversity in leadership positions

c. Performance Management

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

ii. Ensure that the Performance Nxt is followed for the entire team

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Employee Satisfaction and Engagement:

i. Lead and drive engagement initiatives for the team

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