Assistant Manager

About The Role :



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
    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