Role Description Overview:
This position will have financial focus and P&L; responsibility for the client with a focus on high quality Standards.
This role is to act as SPOC for clients for all service delivery related communications and responsible for people and project management.
Responsibility Areas:
- Meet all Client Service Level Agreements (deliverables)
- Responsible for the P&L; for the clients handled with a focus on high quality service delivery.
- To focus on cost effectiveness and effective utilization of manpower resources.
- Talent retention
- Ensure the team understands client specific training requirements / needs etc.
- Analyze performance results of the team and implement process improvements
- Determine appropriate staff levels and implement strategies to ensure effective operations
- Work with support departments to ensure staffing strategies are effectively executed
- Support the data collection for billing process,
billable/non-billable hours & preparation of Invoice
- Hold team meetings on a regular basis with direct reports.
- Communicate all process and client updates to direct reports within specific timelines and keep record for such updates
- Act as single point contact for the team leads for all their client and team members related needs and create a harmonious work environment
- Escalate performance related issues with respect to his TL to CH on a timely manner.
- Escalate client complaints to CH and resolve escalated customer issues, CAPA to be taken
- Performs any other duty assigned by respective Centre Head.
Skills Required
- Good Communication Skills
- Good Presentation Skills
- Good Reporting Skills
- Good People Management and Project Management Skill
- Good People Retention Skills