Job Title

Roles and responsibilities:Customer:▪ Works with the Clients to understand customer needs and accordingly deploy tools/ methods/ best practices to drive seamless transitions.Operational Excellence:▪ Liaise with Clients to understand Client needs and map processes.▪ Evaluate project risks, develop & implement mitigation plans.▪ Ensure during process migration, every phase of the methodology is strictly followed with no omissions.▪ Conduct regular meetings and review sessions to ensure all concerned parties are informed.▪ Need-based escalation of decisions and ensure proper follow-up of the same.▪ Ensure regular interaction with the Technology team to clearly state the expectations and support required from them.▪ Ensure technology team has all the information they would require from the client.▪ Conceptualize a project plan clearly outlining the infrastructure, timelines, and phases of the project.▪ Ensure clarity on performance standards and SLAs required by the client.▪ Ensure the accurate replication of all processes.▪ Supervise writing of manuals to document specifics of SLAs & other details in order to maintain record of all transactions.▪ Understanding of TOPS and BEST framework.▪ Travel to client site / delivery centre as and when required.People & Culture:▪ Act as the point of contact for the client and maintain a healthy business relationship by answering queries, solving problems and reviewing performance of the process.▪ Interact with the Operations Head & other key positions to articulate client needs.▪ Imbibes organizational values and governing principles.▪ Establishes innovative systems and procedures to deliver the expected outcome and continuously improvises on them.▪ Respond and resolve issues arising out of work or from within the team or across departments that may have a bearing on team effectiveness.▪ Assist the Human Resource department with recruitment by offering a client perspective of the processes & the required skill set.▪ Conduct timely meetings to ensure open communication and devise an action plan to address issues/ concerns raised.Domain / Functional expertise areas:▪ Advanced ability in MS Office▪ Effective communication▪ Analytical bent involving data crunching /analysis Competencies:▪ Delivers Customer Service▪ Makes Decisions▪ Builds Collaborative Relationships▪ Supports Innovation & Continuous Improvement