Service Request Management – Account Lead Accountable to manage the SRM business of the account and ensure all SRM services are performed for the account per the agreed SLA’s (contract between DXC Technology and the Client) Single Point of Contact (SPoC) for Account and Account Business Operations Executive (ABOE) for any issues or internal/customer escalations that may arise relating to all SRM requests.  Understand project intricacies and deliver optimal solution for successful project completion Manage escalated requests to determine if prioritization is needed Constantly monitor projects throughout the complete project cycle in terms of Scope, cost and Timeline Facilitates governance meetings to discuss escalated requests and other reported issues Communicate progress, Status and solution of escalated requests to client and leadership Ensure Quality Assurance (QA) processes and tools are maintained/updated and all outgoing customer documentation meet DXC Standards Manage monthly account review meeting with account leadership and client  Manage account SLA/SLO and support delivery/distribution of NSSR related reports to account and leadership Facilitate proposal reviews, leadership Approval and governance reviews, solution and delivery reviews, Financial Reviews etc.

Project Management - Understand client requirements and provide suitable solutions and ensure provided solutions are delivered on time. Client Management - Translate client requirements into project specs and ensure client satisfactionOperations - Manage team to ensure work is distributed to the right resource. Marketing & Business Development.

 Manage all new client enquiries and interactions Offer presentations for prospects Manage complete delivery cycle  Work towards development of business from existing clients Handle all enquires and support related activities on all the products offered Provide both email and telephonic support Provide telephonic support to new clients on setting and installation of the process Understand and Internalize all client related issue and queries and handle the same effectively Offer solutions and suggestions that address all business gaps for new and existing clients.

 Supervise the team to ensure service level agreements and quality standards are achieved. Effectively manage individual performance. Manage the operations of multiple Clients with multiple shift operations. Interact with team-leaders and agents and ensure smooth process flow. Handle critical and escalated issues. Liaise and establish good working relationship with the Clients. Coordinate with QA and develop QA process based on client requirements. Organize meetings with TLs and agents to ensure client’s service level agreements are met. Periodic review of reports to ensure stabilized process and assess TL/Agent performance Conduct periodic review with CSR to ensure that they achieve their KPIs Conduct annual appraisals Motivate and ensure that the team achieves their goal  Understand, analyze and ensure that the CSRs work as a team and not as a group Assist and guide MIS team to prepare and design necessary reports based on client SLA’s Ensure that the MIS team circulates all necessary reports on time. Assess the team and prepare specific modules and training schedules Provide individual attention to low performers  Coordinate training schedules and ensure that the team is ready to go live. Monitor daily progress of training Responsible for OJT for all new staff Identify the training needs of the team, in both project specific and soft skills and co-ordinate solutions to address gaps (conduct refreshers etc). Update staff on new policies, changes, client specification etc. Utilize extra resources and cross train the agents on different processes. Monitor calls and ensure that all client SLA’s are strictly adhered  Identifying & promoting best Practices with respect to quality, productivity & cost effectiveness.

 Manage all new client enquiries and interactions Offer presentations for prospects Manage complete delivery cycle  Work towards development of business from existing clients Handle all enquires and support related activities on all the products offered Provide both email and telephonic support Provide telephonic support to new clients on setting and installation of the process Understand and Internalize all client related issue and queries and handle the same effectively Offer solutions and suggestions that address all business gaps for new and existing clients.