Service Delivery Lead

Job Description

Client Engagement - Maintain client relationship through regular interactions, updates and reviews - Ensure client escalations/ issues are addressed appropriately within timelines with focus on reduction - Drive initiatives to reduce/ optimize cost, improve productivity, add headcount and thus incremental revenue - Finalize and sign off CPMs with the client Delivery Management - Ensure SLAs and CPMs targets as defined and signed off with the client are met o To maintian adequate staffing for all roles at all times to carry out the Operations o To ensure span of control for all supervisory roles is maintained as per norms Conduct regular reviews to ensure 100% numbers are met Create and implement ways to improve productivity, by initiating lean six sigma projects Financial/ Profitability - Provide domain expert opinion in case of any new RFP/ RFI. Work closely with the PreSales and Sales team - Occasionally meet new customers during site visit, floor walk - Showcase the existing capabilities both during internal and external forums People Management - Devise and implement strategies to ensure attrition targets are met - Ensure touch time within the alignment through coffee sessions etc and address issues and concerns appropriately. - Focus on team development by identifying various opportunities for cross skilling, understanding aspirations, strengths etc. to provide appropriate guidence. - Work with WFM team to forecast manpower requirement to ensure adequate staffing on floor. - Review performance of the team and ensuring it is meeting the set targets. - Ensure all people processes are carried out as per timelines and norms.Client Engagement - Maintain client relationship through regular interactions, updates and reviews - Ensure client escalations/ issues are addressed appropriately within timelines with focus on reduction - Drive initiatives to reduce/ optimize cost, improve productivity, add headcount and thus incremental revenue - Finalize and sign off CPMs with the client Delivery Management - Ensure SLAs and CPMs targets as defined and signed off with the client are met o To maintian adequate staffing for all roles at all times to carry out the Operations o To ensure span of control for all supervisory roles is maintained as per norms Conduct regular reviews to ensure 100% numbers are met Create and implement ways to improve productivity, by initiating lean six sigma projects Financial/ Profitability - Provide domain expert opinion in case of any new RFP/ RFI. Work closely with the PreSales and Sales team - Occasionally meet new customers during site visit, floor walk - Showcase the existing capabilities both during internal and external forums People Management - Devise and implement strategies to ensure attrition targets are met - Ensure touch time within the alignment through coffee sessions etc and address issues and concerns appropriately. - Focus on team development by identifying various opportunities for cross skilling, understanding aspirations, strengths etc. to provide appropriate guidence. - Work with WFM team to forecast manpower requirement to ensure adequate staffing on floor. - Review performance of the team and ensuring it is meeting the set targets. - Ensure all people processes are carried out as per timelines and norms. Functional Skills - Understanding of Operations levers, Healthcare Delivery & DO&P Industry - Very strong domain knowledge - Industry knowlede, competetiors knowledge - Operations management - Financials, P&L Behavioral Skills - Client Management Skills, Customer Centricity - People/ Team Management Skills - Analytical skills - Excellent Communication Skills - Problem Solving - Decision Manking - Has the ability to make complex judgements and solutions based on analytical thought and selecting complex alternatives ,

Keyskills :
servicedelivery sla delivery transition customerrelations leansixsigma sixsigmaprojects teammanagementskills sixsigma teammanagement problemsolving clientdelivery teamdevelopment peopleprocesses lie