Problem Manager - L2

Role Purpose The purpose of this role is to increase revenue, maximize process efficiency & cost-effectiveness, and ensure excellent customer experience, through effective supervision of daily operations and personnel, contract compliance, resource optimization and capability development within an account.

Collaborate with leaders to provide strategic and operational plans associated with the account

Plan the strategy for the coming years by identifying new geographies for alternate revenue streams

Ensure a deep enough understanding of clients’ individual experiences to head off potential issues before they become problems

Ensure all SLA parameters are met in the account and maintain a green card at all times

Review and drive appropriate actions/ systemic changes on internal and external audit findings to ensure no major non-compliances are cited

Monitor and review the account on various delivery parameters to ensure quality delivery as per budget and timelines

Understand customer goals and key performance metrics and ensure exceeding those goals throughout the project

Ensure a green card for all accounts in terms of performance and quality

Monitor and review delivery dashboards/ MIS across accounts to track progress and identify potential red flags

Participate and share account performance across operational, quality and fulfillment parameters with internal and external stakeholders

Lead and manage project escalations, potential risks or early warning signs on project delivery to eliminate any revenue leakage

Ensure regular invoicing as per the contract terms and condition

Forecast and track key account metrics

Timely submission of invoices to the client as defined in the SOW

Provide information required and resolve any invoicing issues raised by the client

Evaluate performance with key metrics (accuracy, customer service metrics etc.)

Set direction for the team, track progress against targets through regular cadence calls and course correct as require

Drive the focus of the team on quality and adherence to contract compliance processes

Drive and implement structured cadence around quality, both process and transactional

Cadence with delivery lead to ensure margins are met and the account numbers are at par to what is committed

Weekly calls with WFM to ensure resource optimization, compliance to the manpower numbers agreed in the contract, future planning in case of ramp ups etc.

Resource Allocation & Retention

Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)

Review and monitor resource planning and fulfillment in line with account requirements and costs of delivery

Optimize manpower and minimize leakages by working closely with delivery head

Ensure retention by offering relevant trainings and certifications of all allocated resources

Lead one-on-one floor connect and other engagement activities to improve stickiness of the delivery team

Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects