FS Lead Roles & Responsibilities:
- End-to-end ownership of the KPI & SLA for PH Market. Actions & closure of RED /Amber measures working with the respective market FS Engineers for improvement and an action plan.
- Act as SPOC for any escalations for the PH market FRMs.
- Work with & monitor the day-to-day operations carried out by the FS Engineers in the PH markets FRMs.
- Prepare, review & present the WOR & MOR with the PH forums with FRMs, ensuring professional presentations, preparations, and closure of actions before escalations. Enable team further to support.
- Regular connect with FRM's to update on actions and improvement plans if required.
- Daily review of Backlogs with FS on aging tickets & SLA.
- Lead oversight on Dispatch planning and Management.
- Shift Plan review & timely update to customer on FS availability for any changes.
- Any escalation or email on action required acknowledge ASAP, respond to FRMs within 24 hours with a plan of action in line with Delivery team assurance.
- Additional efforts & Project effort planning review with Delivery Team if required.
- Ensure FS team in the PH Market adhere to HAM process - PAV, ticket updates & Stock management updates.
- KT & Handover for any new joiners with proper KT Plan and checklist
- Availability for any crucial support request 24/7 to facilitate for any operational delivery related request if required.
