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Service Delivery Lead

Keywords / Skills : "Functional Skills - Understanding of Operations levers, Healthcare Delivery & DO&P Industry - Very strong domain knowledge - Industry knowlede, competetiors knowledge - Operations management  - Financials, P&L" "Behavioral Skills - Client Management Skills, Customer Centricity - People/Team Management Skills - Analytical skills - Excellent Communication Skills - Problem Solving  - Decision Manking - Has the ability to make complex judgements and solutions based on analytical thought and selecting complex alternatives"

Posted: 2019-04-15

Industry
IT/ Computers - Software
Function
Customer Service/ Call Centre/ BPO
Role
Other Customer Service/ Call Center - Client Engagement Maintain client relationship through regular interactions updates and reviews Ensure client escalations issues are addressed appropriately within timelines with focus on reduction Drive initiatives to reduce optimize cost improve productivity add headcount and thus incremental revenue Finalize and sign off CPMs with the client Delivery Management Ensure SLAs and CPMs targets as defined and signed off with the client are met amp nbsp amp nbsp amp nbsp o To maintian adequate staffing for all roles at all times to carry out the Operations amp nbsp amp nbsp amp nbsp o To ensure span of control for all supervisory roles is maintained as per norms Conduct regular reviews to ensure 100 numbers are met Create and implement ways to improve productivity by initiating lean six sigma projects Financial Profitability Provide domain expert opinion in case of any new RFP RFI Work closely with the PreSales and Sales team Occasionally meet new customers during site visit floor walk Showcase the existing capabilities both during internal and external forums People Management Devise and implement strategies to ensure attrition targets are met Ensure touch time within the alignment through coffee sessions etc and address issues and concerns appropriately Focus on team development by identifying various opportunities for cross skilling understanding aspirations strengths etc to provide appropriate guidence amp nbsp amp nbsp Work with WFM team to forecast manpower requirement to ensure adequate staffing on floor amp nbsp amp nbsp Review performance of the team and ensuring it is meeting the set targets amp nbsp Ensure all people processes are carried out as per timelines and norms
Posted On
15th Apr 2019
Job Ref code
1800004273
Job Description
Client Engagement - Maintain client relationship through regular interactions, updates and reviews - Ensure client escalations/ issues are addressed appropriately within timelines with focus on reduction - Drive initiatives to reduce/ optimize cost, improve productivity, add headcount and thus incremental revenue - Finalize and sign off CPMs with the client Delivery Management - Ensure SLAs and CPMs targets as defined and signed off with the client are met      o To maintian adequate staffing for all roles at all times to carry out the Operations      o To ensure span of control for all supervisory roles is maintained as per norms Conduct regular reviews to ensure 100% numbers are met Create and implement ways to improve productivity, by initiating lean six sigma projects Financial/ Profitability - Provide domain expert opinion in case of any new RFP/RFI. Work closely with the PreSales and Sales team - Occasionally meet new customers during site visit, floor walk - Showcase the existing capabilities both during internal and external forums People Management - Devise and implement strategies to ensure attrition targets are met - Ensure touch time within the alignment through coffee sessions etc and address issues and concerns appropriately. - Focus on team development by identifying various opportunities for cross skilling, understanding aspirations, strengths etc. to provide appropriate guidence.   - Work with WFM team to forecast manpower requirement to ensure adequate staffing on floor.   - Review performance of the team and ensuring it is meeting the set targets.  - Ensure all people processes are carried out as per timelines and norms.

About Company

Wipro Limited
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