Role Purpose
The purpose of this role is to execute the process and drive theperformance of the team on the key metrices of the process.
Do
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- Manage team attrition
Stakeholder Interaction
Stakeholder Type
Stakeholder Identification
Purpose of Interaction
Internal
Delivery Lead
Cadence around margins and revenues
Quality
Quality assurance and contract compliance, Processimprovements
Transition Team
Handover process
RMAC
Risk compliance
HR
Employee engagement and retention etc.
Talent Acquisition
Hiring
IT
Systems and platforms
Talent Transformation Team, Competency Group
Plan and support delivery of Technical Trainings, knowledgesharing
External
Clients/ Customers
Client connect to give updates and get feedback on the process.Fix any deviations
Display
Lists the competencies required to perform this role effectively:
- Functional Competencies/ Skill
- Domain/Industry Knowledge - Awareness and knowledge of broadeconomic, demographic, technological and global trends in the ITES/BPOindustry - Competent
- Technical Knowledge - FLM Certification by Wipro, Knowledge ofoperational processes, quality certifications etc. in a BPO/ITESsetup- Competent
- Project Management - Knowledge of project management and handson experience in Agile methodology - Competent
Competency Levels
Foundation
Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance.
Competent
Consistently demonstrates the full range of the competencywithout guidance. Extends the competency to difficult and unknownsituations as well.
Expert
Applies the competency in all situations and is serves as a guideto others as well.
Master
Coaches others and builds organizational capability in thecompetency area. Serves as a key resource for that competency and isrecognized within the entire organization.
- Behavioral Competencies
- Project Management Skills
- Analytical Skills
- Execution Excellence
- Managing Complexity
- Handling Pressure
- Client centricity
- Passion for results
- Nurturing people
- Stakeholder Management
Deliver
No.
Performance Parameter
Measure
1.
Process Performance
Zero non-conformance on timelines with respect to the client/stakeholder requirements
Productivity
%Metrics met
%deviations
Vaule add to the client (FTE reduction)
2.
Client Management
CSAT/NPS
Zero escalations on delivery
Resolution of escalations
Zero non-conformance on security or compliance requirements
3.
Team Management
Team attrition %, Employee satisfaction score, %technicaltrainings, %general trainings
• 24*7 - Rotation shift (Morning-General-Evening-Night). 6 Working days,
• Team leader skills
• End user L2 desktop support
• Hardware/software troubleshooting and resolution.
• L1 level network troubleshooting and resolution for LAN Connectivity
• Hands & feet support to Backend team for Network/Server/application issue.
• Asset inventory (PIV), Asset related activities
• End user project related activity (Like OS upgradation, coverage tool update, etc...)
• VIP User support
• Manage and lead to onsite engineers.
• Good Communication Skills
• Coordination with internal team/vendor coordination
• Incident & Service request review and closer
• SLA Management
• Helpdesk Management
• Shift Management
• Remote support Management
• Maintain Customer relation.
• SPOC for the customer site
• Office 365 support
Coverage/compliance software installation and troubleshooting.
IT Operations Management