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 setting
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
Positive Reporting Skills
Good People Management and Project Management Skill
Good People Retention Skills