Responsibilities / Authority Act as 2nd level escalation point for the customer Conduct formal review with customer on monthly basis Analyzing Customer satisfaction levels & implement improvement initiatives Resource planning for deployment across programs in the region Organizing regional trainings for skill enhancement of team Analyze & measure efficiency improvements across programs Enable best practice deployment across programs Help sales team in… Show more Responsibilities / Authority Act as 2nd level escalation point for the customer Conduct formal review with customer on monthly basis Analyzing Customer satisfaction levels & implement improvement initiatives Resource planning for deployment across programs in the region Organizing regional trainings for skill enhancement of team Analyze & measure efficiency improvements across programs Enable best practice deployment across programs Help sales team in new business acquisitions, renewals Preparation of cost plan for programs at pre-sales stage Resource planning for deployment in new programs Identifying Training need for team in the region Setting objectives/ KRA’s of team members Evaluating performance of team Recommending rewards for deserving team members Recommending promotions for deserving candidates Movement of people across programs in the region Conducting formal team meetings, discuss formal career plan, with all team members, at least once in six months. Scheduling & performing process audits Recommending process improvements Scheduling & ensuring quarterly customer satisfaction survey conducted at all customers in the region Analyze the customer satisfaction ratings & implement plan for improvement of customer satisfaction Implement service delivery improvement initiatives with in the region Managing customer escalations, escalating to corporate, the un-resolvable issues. Managing customer expectations Ensure timely reports reaching customers & corporate Ensure Induction of new members in to the Service Delivery team Conduct monthly reviews with customer Measure efficiency of individuals, programs Planning & implementing cost reduction initiativesAuthority: Authorizing conveyance/travel claims Movement of resources across programs in the region Select /Reject resources based on program/customer need Raise NC for any process adherence gaps in the programs Show less

 Act as a escalation point for customer Ensure Service Levels are consistently met Ensure process adherence  Identify & implement Process Improvements Understand changing Business needs & align service delivery to meet the Epicenter Technology’s needs. Analyze calls/patterns, aim at reducing repeat calls Ensure smooth transition across shifts Inducting new members in service delivery team Improve Quality of Service through automation and by enhancing… Show more  Act as a escalation point for customer Ensure Service Levels are consistently met Ensure process adherence  Identify & implement Process Improvements Understand changing Business needs & align service delivery to meet the Epicenter Technology’s needs. Analyze calls/patterns, aim at reducing repeat calls Ensure smooth transition across shifts Inducting new members in service delivery team Improve Quality of Service through automation and by enhancing Engineer skill levels Analyze vendor performance & conducting vendor reviews for improved performance. Analyze VOC & Ensure customer satisfaction levels Help sales team in renewals Identifying Training need for team the program Setting objectives/ KRA’s of team members Evaluating performance of team Recommending rewards for deserving team members Managing customer expectations Build & maintain relations with customer Recommending process improvements Scheduling & ensuring quarterly user satisfaction survey is conducted  Analyze the customer satisfaction ratings & implementing plan for improvement of customer satisfaction Implement service delivery improvement initiatives with in the program Managing customer escalations, escalating to ROM/ corporate, the un-resolvable issues. Ensuring timely reports reaching customers, ROM Conducting formal monthly reviews with customer Measuring efficiency of individuals in the program Planning & implementing cost reduction initiativesAuthority: Authorizing conveyance/travel claims Movement of people with in the program Select /Reject resources based on program/customer need Show less