About the role
SLA Management
- Manage performance of the team
- Deliver on SLA commitments based on the Client Requirement
- Daily / Weekly / Monthly / Quarterly Reporting of SLA performance
- Formulate continuous improvement plan
Client Management
- Weekly / Monthly / Quarterly operations and business review with stakeholders.
- Set and Manage client expectations
- To take complete ownership of the cases and to take feedback on negative surveys
- To handle deviations and carry out risk analysis
Operations Management
- Set and review KRA’s for the team, align their goals to the overall objectives of the organization / client
- Daily /Weekly / Monthly / Quarterly operations review with internal and external stakeholders
- Capacity / Resource planning and management