Role Purpose
The purpose of the role is to ensure high levels of customer service as per the contract and defined process and standards of the organization.
Do
- Ensure high levels of customer service through contract compliance and issue resolution
- Ensure SLAs are met and exceeded in the account
- Conduct day to day analysis of delivery of services in the account and monitor daily standard service requests
- Ensure the company policies and procedures required to deliver high quality services to clients are applied and followed
- Identify potential SLA misses and escalate them according to the defined procedure
- Work closely with the delivery teams to identify the gaps and improve the process efficiency
- Assist in planning and resolution of service incident problems by implementing corrective action plans as discussed
- Collate data for the account with regards to the planning, design and improvement of services, including the investigation of all breaches of service level targets
- Make recommendations to the Service Delivery Manager of translating repeated non-standard requests into a potential new service offering
- Maintain close working relationships with relevant stakeholders to ensure all service-related issues are identified and reported on
- Support the implementation of changes to the service agreement, including updating entries and communicating major changes to relevant stakeholders
- Responsible for the SLA, Productivity, & Utilization metrics for the assigned account
- Prepare timely and accurate MIS reports and dashboards as required by the stakeholders
- Ensuring all reports & dashboards are prepared as per stakeholder requirements as per the desired frequency (weekly/ monthly/ quarterly)
- Analyze recurring issues in an account and prepare incident reports for relevant stakeholders
- Report on repeated service breaches to the delivery assurance manager, against defined SLAs and other contractual agreements
- Report on compliance with regards to quality management, risk management, security policies and procedures
- Track and follow up with relevant stakeholder for timely updation and data management of parameters (key SLA metrics such as run- rate etc.)
- Generate account level reports (billable and non-billable) on forecasting, scheduling (both onshore and offshore) and performance against SLAs, CSAT, Quality etc.
Deliver
| No. | Performance Parameter | Measure |
|---|---|---|
| 1 | Delivery Assurance for assigned accounts |
1) CPM/KPI - count of met /not met against client defined goals; 2) Customer Escalations Closure, Reduction QoQ, ACSAT/NPS; 3) Margin Improvement - Defined/agreed x% improvement, if LOB trending below target & QoQ improvement of 1% for accounts meeting targets 4) Productivity Improvement - Measures: TIO/TOF, Realization, Shrinkages; 5) Solution to deployment variation - % variation of resources from Solution to actual OPS |
| 2 | Reporting |
Quality of Analysis Zero errors in reports Zero non-conformance on timelines with respect to the client/ stakeholder requirements |
| 3 | Stakeholder Management |
Customized dashboards as per client and functional requirements Zero escalations on data reporting Zero non-conformance on security or compliance requirements |
Source: Wipro careers — Read the original posting and apply
This role is listed by the employer on its own careers site. Kaam Ki Khoj does not process applications for it.
Wipro is an employer in the IT/Computers - Software, Software Services sector with operations in India. This is a directory listing maintained by Kaam Ki Khoj so that candidates can find the organisation; it is not an official company page and Kaam K... Read More
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