Trainer - CC

About The Role :

Role Purpose

The purpose of the role is to ensure updation and management of data related to client accounts (forecasting, scheduling and performance), provide timely & accurate analysis through MIS reports and dashboards to the external & internal stakeholders.

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Do

Develop and lead accurate MIS Management & Reporting within the Service Line

Interact and work closely with management, internal stakeholders & clients to prioritize business and information needs

Keep track and maintain a master view of the multiple reports, mapped to multiple stakeholders along with their frequency to ensure no report misses timeline or a stakeholder

Develop and customize dashboards as per client requirements and establish frequency of reporting (weekly/ monthly/ quarterly)

Closely monitor relevant data parameters (key SLA metrics such as run-rate etc.) to ensure timely updation and data management of such parameters

Generate account level reports (billable and non-billable) on forecasting, scheduling (both onshore and offshore) and performance against SLAs, CSAT, Quality etc.

Develop and implement standardized MIS procedures across all business applications.

Review for quality assurance of all reports, dashboards, performance indicators to ensure accuracy and security of all reports at all times before sending it to client and or internal management

Address and prioritize ad-hoc report requirements

Ensure zero non-compliances on process audit on data security and compliance

Enhance and maintain tools and systems for efficient MIS generation and reporting system

Regularly monitor MIS tools and application and their performance to avoid unplanned outages and down times

Perform periodic maintenance and servicing of MIS tools and system to improve operational efficiency

Stay abreast of the trends, tools and systems available in the market for MIS generation to improve the quality of analysis

Recommend and implement new technology solutions to improve team/ employee productivity.

Review current processes for data gathering, analysis and reporting and suggest process improvements for increased team efficiency and cost effectiveness

Ensure efficient allocation of work and drive capability within team

Setup focused team resources to the respective client/ account basis expertise & experience

Ensure team KPIs are assigned & delivered with timeliness & accuracy keeping the end results in mind

Conduct training on MIS activities, tools, analytics and process knowledge to increase team expertise

Mentor/ guide the team on the resolution of escalations or issues from the clients and internal functions

Drive the focus of the team on quality and adherence to data security and compliance processes

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Responsible for invoice management across clients/ accounts

Follow up or seek approval from management/ delivery to seek timely invoices as per contract

Timely submission of invoices to the client as defined in the MSA and SOW

Provide information required and resolve any invoicing issues raised by the client

Team Management

Resourcing

Hire adequate and right resources for the team

Talent Management

Ensure adequate onboarding and training for the team members to enhance capability & effectiveness

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

Manage team attrition

Drive diversity in leadership positions

Performance Management

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

Ensure that the Performance Nxt is followed for the entire team

Employee Satisfaction and Engagement

Lead and drive engagement initiatives for the team

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

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Deliver
No.Performance ParameterMeasure1.MIS Management and ReportingQuality of Analysis
Zero errors in reports
Zero non-conformance on timelines with respect to the client/ stakeholder requirements2.Stakeholder ManagementCustomised dashboards as per client and functional requirements
Zero or planned outages
Zero escalations on data reporting
Resolution of escalations
Zero non-conformance on security or compliance requirements3.Team ManagementTeam attrition %, Employee satisfaction score