Job description

Individuals in this role manage single large process/multiple small processes under a large Process. Managing and delivering on Client SLA?s and KPI?s Ensure timely addressal of people and process related issues Continuous identification of reengineering opportunities within the scope of client projects by keeping the client?s OKRs as priority. Strategizing new and added value proposition to the client projects. Manage the budget, timeline, resources, scope Client Management with executive level clients (both internally and externally) Oversee short term projects and signoff People Development- provide leadership and support for delivery teams and resources Oversee project financials To liaise with product management, Technology, Legal, Compliance teams on its delivery Manages the delivery of the key elements of the customer & client relationship strategy Identify levers for gaining efficiency. Provides oversight and guidance to all projects Plans key business activities and provides strategic direction and preparation for executive engagement across internal leadership meetings, delivery reviews, client meetings, resource engagements. Management and execution against project plans and delivery commitments Establish and retain high levels of client engagement and relationship. Participate in a daily teleconference call, which could include items such as: a brief summary of the previous day?s performance, the relation of that performance to service/program goals, and an explanation for the variance with the necessary corrective action to be taken and the time frame needed for resolution. Understand client?s core objectives, ensure that all driven timelines are met, identify key program requirements through a structured design and implementation process and ensure that these requirements and any new requirements specified by client are met in the agreed timeframe. Communicate & collaborate with client to enhance business & optimize cost and productivity Implement preventive & corrective measures after identifying failure points which impact business & customer Work closely with Operation teams to obtain input of diverse views, facilitate generation of ideas, analyze operational risks Failure Mode Effective Analysis (FMEA), extend support in managing client escalations Root Cause Analysis/ Corrective Action Preventive Action (RCA/CAPA) and work across traditional functional boundaries to mitigate risks and establish common goals to deliver value to the business Communicate and collaborate with internal stakeholders and customers (both at onsite and off-shore) to understand their pain areas--working to apply their insights to challenge and modify current approaches/ways of doing things. Identify & drive opportunities to enhance customer experience Identify scope for business growth & suggest business improvement opportunities Projects enhancement for Revenue growth Revenue Forecasting/Contract Agreement Improve customer satisfaction through engagement and delivery quality Identify and initiate customer value add projects Ensure audit observations are addressed timely Analyze current situation (As-is), identify improvement opportunities and recommend measures (To-be) to re-engineer processes Identify process re-engineering opportunities Drive innovation initiatives within the team Drive operational rigor and continuous improvement culture Provide guidance to Automation focal to reduce manual interventions Monitor for improvement opportunities & suggest alternative approaches Responsible for project team deliverables Design and implement KPI measures, measurement systems and visual tracking controls/dashboards to manage process performance for sustainability and continuous improvement Drive a culture of pro-active risk identification within the process Drive process excellence within the team Act as a domain consultant to build strong domain knowledge to the processes Plan for resources based on volume projection and current available head count and allocate responsibilities

Skills Required

Key Skills

• MAP OPERATIONS
• GIS

Other Information