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.
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
- 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
- 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.
- Stakeholder management
- Maintain close working relationships with relevant stakeholders to ensure all service-related issues are followed
- Provide timely assistance in case of an escalation and support resolution of escalations/ issues
Stakeholder Interaction
| Stakeholder Type | Stakeholder Identification | Purpose of Interaction |
| Internal | SL Leadership, MIS Leadership | Daily Interaction & Reporting, governance |
| Core Delivery Team & Operations (WFM, Delivery, Quality etc.) | Management of service delivery parameters & Generation of Reports & Dashboards |
| External | Assigned client/ account | To provide reports & dashboards as per the requirements |
Display
Lists the competencies required to perform this role effectively:
- Functional Competencies/ Skill
- Domain Expertise - Knowledge of various tools and statistical analysis methodology- Excel, Running Macros, Report Generation, Dashboards, WFM, 1X, HAD tools - Competent
- Leveraging Technology - In-depth knowledge of and mastery over technology domain that commands expert authority respect- Competent
- Business Knowledge - Understand the DO&P process and workflow, key terms and performance and financial parameters - Competent
| Competency Levels |
| Foundation | Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance. |
| Competent | Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well. |
| Expert | Applies the competency in all situations and is serves as a guide to others as well. |
| Master | Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization. |
- Behavioral Competencies
- Analytical Skills
- Execution Excellence
- Managing Complexity
- Handling Pressure
- Client centricity
- Passion for results
- Stakeholder Management
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; 3) Margin Improvement - Defined/agreed x% improvement, if LOB trending below target & QoQ improvement of 1% for accounts meeting targets 4) 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 |
SDA
