Job Description

Job Summary

The role is to lead the Service Performance Management Function for a large program having multiple LOBs supporting 5000+ FTEs in multiple countries.

• SPM is a central enablement or support function to Operations and leadership.
• SPM core function is ensuring 74 penalty based contractual metrics are meeting targets by closely working with multiple LOB operation teams wherein SPM acts as a collaborator by taking proactive actions , ensures root cause of metric failure is accurate, and actions are correct and being implemented on time by Operation Teams.
• The SPM Lead is responsible to the client SPM Lead in ensuring metrics are delivered per contractual targets.
• Understanding of unknown or new metrics and how the metrics are impacted by working closely with operations teams.
• Other role of the SPM Lead is to prepare and present Actual vs Budget FTE reporting to the leadership, ensuring FTE budget targets are met, ensuring onboarding and on time offboarding on client platforms and maintaining Power BI Reporting.
• While the SPM Lead has a team of SPM personnel, the SPM lead is expected to be hands on and into detail to front-end reviews on individual metrics with the client and operation leadership.
• Ability to deep dive work collaboratively across different operation teams and client teams is required.
• Ability to grasp new concepts, new problems and operations process quickly.

Candidate profile :

The candidate must be versatile to address different operation problems , a high performer with significant achievements or impact made to the business and experience in any of the following areas:

1. Central SLA / performance management role OR
2. SIAM Experience OR
3. Network Operations OR
4. WFM (Workforce Management / Call Center Operations)

Timings: This is a work from office role either from Gurugram or Noida with shift till 1:00 am IST. The shifts may change to US shift till 4:00 am IST so candidate must be flexible to work in UK or US shifts.

Key Responsibilities

1. To anchor process improvement/compliance (human error reporting) and other organizational initiatives (automation , Lean IT implementation)
2. To plan for Program and Delivery Management and ensure that the agreed deliverables in terms of margin are met.
3. To guide, manage, develop, engage the team thereby ensuring employee retention
4. To ensure customer engagement / satisfaction and referenceability
5. To ensure upskill/ creation of resources through internal academies/ trainings and growth rotation

Skill Requirements

null

Other Requirements

null