SLA Management:

• Manage performance of the team
• Deliver on SLA commitments based on the contract
• Meet and exceed customer satisfaction goals
• Daily / Weekly / Monthly / Quarterly Reporting of SLA performance
• Formulate continuous improvement plan

Client Management:

• Weekly / Monthly / Quarterly operations review with stakeholders.
• Set and Manage client expectations
• To take complete ownership of the cases and drive improvement plan on negative surveys feedback
• To handle deviations and carry out risk analysis

Operations Management:

• Set and review KRA’s for the team, align their goals to the overall objectives of the organization / client
• Daily /Weekly / Monthly / Quarterly operations review with internal and external stakeholders
• Capacity / Resource planning and management
• Liaison with cross functions across the organization addressing the needs of the team members
• Business Continuity planning and Risk management

Skill development:

• Address skill gaps in Product / Process / Technology / Communication
• Mentor Leads & Engineers
• Plan Relevant training programs working with respective groups
• Career progression and succession planning for the team.

Desired Skills:

• Strong operation and leadership skills.
• Good communication, negotiation and conflict resolution capabilities.
• Monitors program components relationships and dependencies, as well as overall integration and risks mitigation and issues resolution
• Knowledge of Project Management methodology, tools and techniques.