Client focus:

• Strengthen governance with local/Regional clients
• Constant & continuous representation of GTS in all BRM meetings
• Representation of KEY Qualitative and Quantities KPIs to the business stakeholders
• Client Satisfaction to be the utmost priority with measurable indications- weekly /monthly Survey
• Initiatives to be proposed to business partners with Value proposition with the GTS Services rendered locally.
• Enhance and add business value to the production dashboard reviewed during client governance
• Track, monitor key production quality KPI – MI/BP caused by GTS Impacting GSC business Industrialization
• New user on boarding- with effective coordination with GTS internal partners
• Face2Face: arrange & set up F2F meetings with business teams and GTS delivery for any project related consultation
• Promote process/practice implementation across Business Units.
• Resolve complex issues. Propose and steer strategic evolution of the service delivery management.
• Supervise service level as per defined Standards by monitoring and correcting process non-compliance.
• Manage and clarify ITIL process related audit queries to Internal/external auditors. Prepare and publish process reports, MRM deck and risk reports.
• Lead the creation, implementation and monitoring of an effective governance with all the regional stakeholders.
• Drive positive NPS and build strategy for enabling smooth operations. Perform trend analysis and suggest improvements on innovation and modernization.

Quality and Production

• Work closely with delivery leads to launch various initiatives & service improvements to bring stability in the production and enhance client experience
• Play an active role in coordinating and keeping key stake holders informed during production crisis
• Follow up with the respective delivery teams on the postmortem and communication to the users on all major incidents caused by GTS and work towards remediation plan to provide permanent fix.