Leadership Skills

Proactive and Predective management skills: Plan and define deliverables of the team (kind of monitoring, parameters to be monitored), timelines; Review cost of operation of team in terms of team resourcing etc

Alert and Problem management skills: Guide team on any escalated issues Review metrics and identify areas of improvement. Review customer requirement on SLA reports in discussion with team and take corrective actions if required; Review and approve customer wise SLA. Performance Metrics - # TAT # % of major incidents # Reduction in cost of operations # servequal.

Resolution and Incident management skills: Guide team incase of outages; Guide team incase of major customer escalations; Review CSAT results on aspects such as response time and take corrective actions if required. Performance Metrics -# TAT # CSAT |

Service Level management and MIS: Identify reporting parameters, automation requirements and quality improvements; Track reporting, Review service level deviations, reasons for deviations, customer feedback and recommendations on improvement; Guide and monitor improvement projects. Performance Metrics - # CSAT # TAT for reporting # Number of errors in reports # Time spent on report generation |

Change Management: Define and review plan for change management process and compliances; Engage with stakeholders such as Product Management, Service Managers to discuss the plan; Guide and monitor team on implementation of planned event; Review progress and take corrective action. Performance Metrics - # % deviation from plan # Success of plan

Team Development: Review team structure and assess talent requirements; Define team roles and responsibilities in line with the team vision; Conduct goal setting and performance review for the team; Drive team development, engagement and reward initiatives; Coach and mentor team members as required and ensure resolution of any people issues. Performance Metrics - # Team engagement # %age attrition # Manpower cost and productivity |