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.

Deliver

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;

Quality of Analysis

Zero errors in reports

Customized dashboards as per client and functional requirements

Zero escalations on data reporting