Design,Document and Deliver processes required to deliver services to the Customer Assessing efficiency & effectiveness of the processes and recommending process improvements based on best practices. Leading Support Transitions and delivering comprehensive end to end Support Model Establishing relationship with various internal / external stakeholders to garner support required for the projects and keeping a close track of the developments in the field. Delivering Support Process Trainings to Stakeholders and Mentoring Support staff on value creation Planning project activities viz. , scoping, estimation, tracking, change management,delivery management & post implementation support. Periodically auditing processes and addressing any compliance related issues. Coordinating with Account Managers/ Sales team/ Program/ Project teams,Infrastructure leads to ensure sufficient process/ product knowledge has been transitioned to Support teams. Defining and measuring Performance Metrics for Desk agents. Managing a large vendor base and creating a performance metrics for their evaluation. The ideal candidate. Someone who comes from a process based BPO Is a metrics driven person,analytical with processes and outcomes. Meticulous vendor manager. Handled about a team of about 10-20 people. Good peoples leader.