Job description:

Job Description

Role Purpose
The purpose of this role is to increase revenue, maximize process efficiency & cost-effectiveness, and ensure excellent customer experience, through effective supervision of daily operations and personnel, contract compliance, resource optimization and capability development within an account.

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Do
- Maximize process efficiency and cost effectiveness through strategic planning, contract compliance and governance mechanisms
- Strategy Planning with Senior Stakeholders
- Collaborate with leaders to provide strategic and operational plans associated with the account
- Plan the strategy for the coming years by identifying recent geographies for alternate revenue streams
- Ensure a deep enough understanding of clients’ individual experiences to head off potential issues before they become problems
- Contract compliance & adherence
- Ensure all SLA parameters are met in the account and maintain a green card at all times




- Review and drive appropriate actions/ systemic changes on internal and external audit findings to ensure no major non-compliances are cited
- Monitor and review the account on various delivery parameters to ensure quality delivery as per budget and timelines

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- Delivery governance in the account
- Understand customer goals and key performance metrics and ensure exceeding those goals throughout the project
- Ensure a green card for all accounts in terms of performance and quality
- Monitor and review delivery dashboards/ MIS across accounts to track progress and identify potential red flags
- Participate and share account performance across operational, quality and fulfillment parameters with internal and external stakeholders
- Lead and manage project escalations, potential risks or early warning signs on project delivery to eliminate any revenue leakage
- Ensure regular invoicing as per the contract terms and condition
- Forecast and track key account metrics
- Invoicing
- Timely submission of i

📌 Senior Service Manager (Noida)
🏢 Wipro
📍 Noida