Number of Applicants
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Role Purpose
The purpose of this role is to ensure that all the SLAs/ efficiency commitments are met through process design, process assurance as well as driving a quality culture within the accounts
Do
Stakeholder Interaction
Stakeholder Type | Stakeholder Identification | Purpose of Interaction |
Internal | Sales/ PreSales/ Transition | Audit reports, CPMs status etc |
Account Delivery | Process audits, continuous improvements etc | |
Digital, EOT, Holmes | Automation initiatives | |
Central Quality & IT | RPA initiatives, licences etc | |
External | Industry bodies (CII, GTB, LSEA etc. | Present papers/ projects, speaking assignments, sharing of best practices etc |
External Auditors | Certification audits, compliance audits, client audits | |
Clients | Client Audits | |
Vendors | Need based – if the project requires a solution from the vendor |
Display
Lists the competencies required to perform this role effectively:
Competency Levels
Foundation
Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.
Competent
Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.
Expert
Applies the competency in all situations and is serves as a guide to others as well.
Master
Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.
Deliver
No. | Performance Parameter | Measure |
1. | Customer centricity | CSAT, NPS, EWS for Risks, No escalations |
2. | Delivery | CPMs are met |
3. | Continuous Improvements | BVM – tangible annual realized revenue |
4. | Consulting | Billable/ non-billable RPA, feasibility for automation %, application for automation |
5. | Thought Leadership | Papers published, speaking assignments undertaken |
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