Lead - Client Operations & Services

Key Responsibilities:

Prepares and adheres to internal and external governance model in order to track and

monitor contractual compliance employee engagement performance and relationship

health

Creates the scorecard for the engagement and ensure flow down for the team in order to

align the team with the engagement objectives

Anchors the key internal and external governance meetings Monitors adherence within

engagement in order to sustain delivery predictability

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 Operations Managers and drives corrective action where

required in order to ensure delivery predictability

Prepare and publish MIS and other

information needed for both internal and external stakeholders either at given frequency or

pro actively based on project requirements

Signs off on the service quality plan including the quality control assurance and

improvement in order to create a comprehensive quality program for the engagement

Engages with the key client stakeholders on areas of Improvements and commits

resources in order to enhance customer satisfaction

Provides subject matter and domain expertise for the functions being services for the

client brings about Process and Productivity Improve

Preferred Skills:

BPM->Leadership - JL6B