Interface between the Global Service Delivery Managers and Account Service Team for Digital WorkPlace practice operations to ensure seamless communication and coordination. Prioritising and understanding client needs, contracts, and business context. Proactively improving customer satisfaction, meeting quality and compliance targets, and implementing relevant policies. Review SLA and Quality reports, attend service reviews, and drive improvement plans. Adherence to ITSM processes, optimize service delivery, and identify opportunities for up-selling and cost control.

Responsible for applying key quality planning principles to all processes within the scope of the account. Prioritise customer expectations and translate them into specific quality objectives. Additionally conducting quality risk assessments and implementing preventive methods to eliminate faults at an early stage and ensuring the implementation of quality gates and checkpoints to maintain a high level of quality assurance. Furthermore, continuously improving the effectiveness of processes and regularly reviewing and benchmarking the quality planning strategies. Closely monitor and analyse transactional CSAT responses and evaluate Net Promoter Score trends to gain insights into customer satisfaction. Collaborating with Business Units, Customers, and Delivery Teams and identify areas for improvement to drive actions to address reoccurring detractor trends and provide support to delivery teams for internal audits in compliance with ISO 9000-2015 and ISO/IEC 20000-2018 standards.

Responsible for collecting and consolidating Account KPI and Resources data from various sub-departments within the Digital Workplace department. Prepare department KPI reports and present them in business reviews to management. Plan and coordinate a global soft skills training program for Digital Workplace across 12 Atos locations. Organize webinars with industry experts for each module of the program. Review and track training progress with location SPOCs on a weekly basis. Publish training progress dashboards to management. Address participant queries related to e-Learnings and program tasks. Implement changes in training content based on feedback. Perform ad hoc tasks assigned by the Department Head and Business Operations Manager.

• Ensure agreed service levels & KPI for Deutsche Bank Customer• Escalation management • Auditing tickets for process and German language proficiency of team.• Translate documents from German to English and English to German.• Continuously improve delivered service and its quality & Customer Satisfaction in order to meet and exceed expectations. • Selection and on boarding of new employee • Recognize talent within and reward them • Understanding team requirements and equip them accordingly

• Field incoming tickets from end-users to resolve application issues.• Perform user guidance at 1st level.• Record, track, and document the problem-solving process, • Identify and learn appropriate software applications used and supported by the organization. • Translation