Lead - Client Operations & Services

Lead-Client Operations & Services
Aguadilla,Puerto Rico

Job Summary: In the role of Lead-Client Operations & Services , you will be responsible for Coordinating with the transition team, plan and monitor the resource deployment, review the daily operations dashboard, staff planning, work allocations, governance adherence and interacts with the client with the objective to deliver target delivery model ,ensure delivery predictability and enhance client satisfaction for the processes within purview within the guidelines, policies and norms of Infosys
In this role you will be responsible for transition coordination, resource planning and training, performance management of the team, Service level agreement and process compliance, knowledge management, process reengineering, resource optimization and overall governance of the team.

• Bachelor's Degree in any career stream
• At least 8 years of experience as it pertains to the job description

• Knowledge of client business domain and working knowledge of engagement financials i.e. managing cost of operations, margins, revenues and productivity.
• At least 8 year of team handling experience in call center processes.
• Plans and monitors the resource deployment (team size, span, shift utilization, skill set) and ongoing monitoring of specific process in order to ensure budget and pricing assumption compliance
• Identifies the training needs for leads, review the training plans created by leads for employees and monitor its implementation
• Reviews the service quality plan including quality control, assurance, and improvement in order to create a comprehensive quality program
• Formulate and sign off the score cards for team members, create KRIs in order to align the team with the process objectives
• Implement Career development, succession plan for direct reports in order to ensure sustainable employee engagement and motivation within the team
• Review process compliance and sign off on standard operating procedure compliance
• Conduct periodic reviews with the team, monitors dashboards, provides guidance and support to the team in order to ensure delivery predictability
• Handles level 2/3 escalations with the process owners, forms informal network within the client organization and anticipate plans for future challenges with the team to ensure strong customer relationship
• Implements corrective actions based on review, monitors billing losses, reduce buffers in order to meet financial objectives
• Identify or implement identified process transformation opportunities
• Provide input from operations perspective to the statement of work in order to complete or modify the contractual processes
• Reviews the staffing plan and work allocation plan in order to achieve production targets