Job description:
Job Description
Role Purpose
The purpose of the role is to deploy and execute SDA framework across deals within LOB, review and support operation in meetings operational parameters as per MSA and SOW and provide value add services to the clients in the LOB.
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Do
1. Deploy the Service Delivery Assurance framework for the LOB within Enterprise
a. Connect daily with the SDA account team members to review SLA/ KPI performance
b. Set standards for the SDA framework deployment with the team
c. Provide guidance on and review initiatives identified by the SDA account team
d. Interact and work closely with Operations, WFM and HR to identify key operational metrices and areas of focus within the LOB
e. Drive capability within the team through product and process training of the respective LOB
f. Develop and review the standard documents (Blue Books) specific to LOB covering all SDA aspects during transitions for standard deals
g. Ensure timely escalations/ proactive alerts to the LOB regarding any issues on hiring, client escalations etc. within the LOB
h.
Track and monitor Penalty and Rewards metrics to assess health of delivery and raise alerts to improve in cases where it’s trending below target
i. Review the mitigation plan and ensure that the mitigation measures are implemented as per plan
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2. Lead and drive operational efficiencies within the various accounts of the assigned LOB
a. Review and ensure business and operational KPIs and CPM (Contractual Performance Metrics are met against the client/ stakeholders defined goals & targets across LOBs
i. Track data on productivity, attrition, bench, inactive headcount, time on floor activity, seat tracking etc. through daily trackers
ii. Review operational KPIS through weekly/ monthly trackers, analyse data and trends on KPIs including deviations from target
iii. Plan and conduct regular audits on the process and KPIs to drive adherence to SOW and contract parameters
iv. Highlight devi
📌 Senior Manager-Procurement Delivery (Chennai)
🏢 Wipro
📍 Chennai