Job Description

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.

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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

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• 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

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• 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.

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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;

• 1. Margin Improvement

• Defined/agreed x% improvement, if LOB trending below target & QoQ improvement of 1% for accounts meeting targets

• 1. 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