Responsibilities:
Overall Performance Management:
- Oversee the performance and governance of Statements of Work (SOWs), ensuring SLAs are met consistently.
- Manage day-to-day operations, ensuring smooth service delivery according to client requirements and expectations.
- Identify, resolve, and implement preventative measures for service delivery issues.
- Manage transitions during setup or expansion phases.
Infrastructure and Service Delivery:
- Establish necessary infrastructure (technology, HR, financial, facilities, etc.) to ensure efficient service delivery.
- Implement service delivery processes and reporting mechanisms to monitor and track performance.
Team Leadership and Development:
- Recruit, hire, and train new personnel to respond to customer inquiries and complaints effectively.
- Provide mentorship, career development, and training to managers and team members to foster high engagement and low attrition.
- Drive continuous improvement initiatives for teams, focusing on productivity, quality, and overall performance.
Client Relations and Escalation:
- Serve as the main point of contact for clients, ensuring high-level communication and issue resolution.
- Identify and flag business risks in a timely manner, escalating as necessary to mitigate impact.
Operational Improvement:
- Analyze and improve operational systems and processes to ensure consistency, efficiency, and growth.
- Perform quality control and monitor key performance indicators (KPIs), generating reports for analysis.
- Develop and implement strategic processes to improve productivity and guarantee organizational well-being.
Scheduling and Task Distribution:
- Create and manage scheduling and task distribution to meet business needs and service level agreements.
