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