Role Purpose
The purpose of this role is to increase revenue, maximize process efficiency & cost-effectiveness, and ensure excellent customer experience, through effective supervision of daily operations and personnel, contract compliance, resource optimization and capability development within an account.
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Do
Maximize process efficiency and cost effectiveness through strategic planning, contract compliance and governance mechanisms
Strategy Planning with Senior Stakeholders
Collaborate with leaders to provide strategic and operational plans associated with the account
Plan the strategy for the coming years by identifying new geographies for alternate revenue streams
Ensure a deep enough understanding of clients’ individual experiences to head off potential issues before they become problems
Contract compliance & adherence
Ensure all SLA parameters are met in the account and maintain a green card at all times
Review and drive appropriate actions/ systemic changes on internal and external audit findings to ensure no major non-compliances are cited
Monitor and review the account on various delivery parameters to ensure quality delivery as per budget and timelines
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Delivery governance in the account
Understand customer goals and key performance metrics and ensure exceeding those goals throughout the project
Ensure a green card for all accounts in terms of performance and quality
Monitor and review delivery dashboards/ MIS across accounts to track progress and identify potential red flags
Participate and share account performance across operational, quality and fulfillment parameters with internal and external stakeholders
Lead and manage project escalations, potential risks or early warning signs on project delivery to eliminate any revenue leakage
Ensure regular invoicing as per the contract terms and condition
Forecast and track key account metrics
Invoicing
Timely submission of invoices to the client as defined in the SOW
Provide information required and resolve any invoicing issues raised by the client
Collect and analyze statistics (costs, customer service metrics etc.)
Assume responsibility of budgeting and tracking expenses
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Ensure outstanding performance against key metrics mentioned in the agreement
Regular cadence around contract compliance
Evaluate performance with key metrics (accuracy, customer service metrics etc.)
Set direction for the team, track progress against targets through regular cadence calls and course correct as require
Drive the focus of the team on quality and adherence to contract compliance processes
Drive and implement structured cadence around quality, both process and transactional
Cadence with delivery lead to ensure margins are met and the account numbers are at par to what is committed
Weekly calls with WFM to ensure resource optimization, compliance to the manpower numbers agreed in the contract, future planning in case of ramp ups etc.
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Resource Allocation & Retention
Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
Review and monitor resource planning and fulfillment in line with account requirements and costs of delivery
Optimize manpower and minimize leakages by working closely with delivery head
Ensure retention by offering relevant trainings and certifications of all allocated resources
Lead one-on-one floor connect and other engagement activities to improve stickiness of the delivery team
Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects
Mandatory Skills: WFM .
Experience: 3-5 Years
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