Anchors the key internal and external governance meetings, Monitors adherence in the engagement
Oversees and manages day to day operations delivery by Operations team (consisting of Mangers, Team Leads, Specialists and Team members) and ensuring deliverables towards the client are met.
Oversees resource deployment across all processes for the engagement (Team Size, Span, Shift Utilization, Skill sets, technology rollout) in order ensure budget & pricing assumptions compliance.
Conducts periodic reviews with Managers and drives corrective action where required
Signs off on the service quality plan including the quality control, assurance and improvement
Engages with the key client stakeholders on areas of Improvements and enhances customer satisfaction
Provides subject matter and domain expertise for the functions being services for the client, brings about Process and Productivity Improvements in coordination with internal teams and per client and organization targets.
Identifies training needs for operation managers and signs off on the engagement training plan in order to ensure competency development across domain, operations and behavioural
Creates career development & succession planning for direct reportees, Reviews the career development methodology for the engagement in order to ensure sustainable employee engagement & motivation in the engagement.
Identifies key personnel
Accountable for metrics like Employee Satisfaction and Attrition