Job Description

:
Basic Function
The primary responsibility of this role is to oversee the day to day operations which include, but is not limited to:
- Capacity Planning
- Adherence to Service Levels
- Revenue Realization
- Profitability
Essential Functions
Formulation and execution of capacity and staffing plans based on medium term business forecast
Negotiating and finalizing SLA's with the Client - contract negotiation
Implementing revenue and cost plans
Establishing a review/ reporting mechanism with the Client
Developing and approving incentive plans
Identify and champion improvement projects
Review the progress of attrition action plans and check effectiveness
Provide leadership to team of Managers, Asst. Managers and Executives
Ensure compliance to all internal and client requirements like SOX, BS7799, ISO etc.
The Performance parameters include:
Client satisfaction
Revenue and costs
Process Improvement
Employee satisfaction
Attrition management
Primary Internal Interactions

• VP Operations.
• HR & Training (Recruitment, HR & Training)
• Migrations Team
• Facilities
• Technology
• Process Leadership
• BD and Marketing

Primary External Interactions
Client Interactions:

• Business owners
• Procurement governance
• Work Force Management team