CEM Delivery , Transformation , Solution Architect

Assures adherence to corporate policies and project delivery procedures. Reviews and

ensures a high level of

quality and service are maintained by meeting or exceeding commitments. Initiates,

develops and enforces

standards and procedures in support of improved service.

Mandatory Domain Experience:

8-10 years of experience

Roles / Responsibilities

Service Management, Tracking & Execution:

Responsible for End to End Service Delivery for the portfolio

Devise corrective and preventive actions for any service level breaches, near misses,

and customer

escalations

Manage defined processes and risks with respect to organization and customer

Coordinate with onsite ad offshore teams as necessary during project delivery

Ensure service performance of the portfolio through defined metrics and KPIs

Participate in PMR and Service performance review meeting and ensure availability

of all relevant

performance data

Ensure the status reports and dashboards are sent to the customer for the project at

the agreed intervals.

Prepare process excellence and resolving all customer requests, issues/ escalations

in a timely manner

Knowledge Management:

Liaise with Academy for project level training needs and ensure training plans are

made available based

on skillset needs

People Management:

Drive performance management process (goal setting/appraisals and promotions)

for the project

Responsible for onboarding new hire

Manage conflicts within the team and organize team building exercises.

Enable periodic skill assessment of associates and subsequent adherence to

learning plans

Initiate Performance Improvement Plan (PIP) in case of non-performance

Continuously mentor and have succession plan for all key roles

Responsible for forecasting and managing staffing requirements for the project

Contribution to Org initiatives:

Adhere to organizational policies and procedures

Participate in customer meetings/floor visits and share project experience

Share best practices applying contextual knowledge with the organization and

leverage organization

assets for the benefits of the project

Adopt and implement organization initiatives like Digital Transformation, Contextual

Master

Adopt and replicate the best practices from other engagements in the organization

Business Development and Customer Relationship:

Participate in Customer review/ governance meetings to discuss on Service

performance, project issues

and improvement opportunities

Coordinate and ensure preparedness for the customer visits

Anticipate issues and needs of the customer related to the project and address them

proactively

Thereby help achieve CSS targets which is minimum of 95%

Audits:

Participate in internal and external audits and track action items to closure Responsible for billing and invoicing for the project being manage