Overview:
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role purpose_*
- the purpose of this role is to increase revenue, maximize processefficiency & cost-effectiveness, and ensure excellent customerexperience, through effective supervision of daily operations andpersonnel, contract compliance, resource optimization and capabilitydevelopment within an account._
*_do_*
- * maximize process efficiency and cost effectiveness throughstrategic planning, contract compliance and governance mechanisms*
- _ strategy planning with senior stakeholders _
- collaborate with leaders to provide strategic and operational plansassociated with the account
- plan the strategy for the coming years by identifying newgeographies for alternate revenue streams
- ensure a deep enough understanding of clients' individualexperiences to head off potential issues before they become problems
- _ contract compliance & adherence _
- ensure all sla parameters are met in the account and maintain agreen card at all times
- review and drive appropriate actions/ systemic changes on internaland external audit findings to ensure no major non-compliances are cited
- monitor and review the account on various delivery parameters toensure quality delivery as per budget and timelines
- _ delivery governance in the account _
- understand customer goals and key performance metrics and ensureexceeding those goals throughout the project
- ensure a green card for all accounts in terms of performance andquality
- monitor and review delivery dashboards/ mis across accounts to trackprogress and identify potential red flags
- participate and share account performance across operational,quality and fulfillment parameters with internal and externalstakeholders
- lead and manage project escalations, potential risks or earlywarning 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 raisedby the clien_t_
- _ collect and analyze statistics (costs, customer service metricsetc.)_
- _ assume responsibility of budgeting and tracking expenses_
- *
ensure outstanding performance against key metrics mentionedin the agreement*
- _ regular cadence around contract compliance_
- evaluate performance with key metrics (accuracy, customer servicemetrics etc.)
- set direction for the team, track progress against targets throughregular cadence calls and course correct as require
- drive the focus of the team on quality and adherence to contractcompliance processes
- drive and implement structured cadence around quality, both processand transactional
- cadence with delivery lead to ensure margins are met and the accountnumbers are at par to what is committed
- weekly calls with wfm to ensure resource optimization, compliance tothe manpower numbers agreed in the contract, future planning in case oframp ups etc.
- _ resource allocation & retention_
- conduct effective resource planning to maximize the productivity ofresources (people, technology etc.)
- review and monitor resource planning and fulfillment in line withaccount requirements and costs of delivery
- optimize manpower and minimize leakages by working closely withdelivery head
- ensure retention by offering relevant trainings and certificationsof all allocated resources
- lead one-on-one floor connect and other engagement activities toimprove stickiness of the delivery team
- _ collaborate and influence internal key stakeholders to manageand resolve issues to ensure fulfillment and flawless delivery ofprojects_
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build people capability to ensure superior customer servicelevels of the existing account/client*:
- _ develop capability within service line and products as peraccount requirements_
- _ lead capability development initiatives to drive client specificcertifications _
- _co-create capability enhancement programs with client for frontline staff and supervisory level_
- _ work with the training and hr team to build and review trainingcalendar_
- _ ensure customer-dedicated (as a result of change inprocess/tool), guaranteed trainings are conducted for the employees inthe areas of skill development, soft skill and leadership training_
- _ ensure team kpis are assigned & delivered with timeliness& accuracy keeping the end results in mind_
- _ partner with hr and training teams to build training programsfor front line staff/engineers and the supervisory level_
- _ focus on helpingpeople develop their careers in order to retain people inthe account and reduce turnover_
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stakeholder interaction & management*
- _coordinate with internal and external stakeholders to ensurecompliance and quality in the delivery for accounts_
- _ interact and engage with the client leadership to communicateand update progress against account plan, project delivery etc._
- _ connect with senior leadership mo