5.0 - 9.0 years

0 Lacs

maharashtra

On-site

As the individual responsible for this role, you will be tasked with building and nurturing relationships with Service Network Partners (SNPs) across a specific geographic area. This will involve conducting regular onsite visits at partner locations to ensure effective collaboration and communication. Your key responsibilities will include leading, coaching, supporting, and developing SNPs to foster a high-performance culture. Emphasis will be placed on talent mobility, progression, retention, and continuous engagement to drive operational excellence within the network. You will be required to establish a robust framework across SNPs to consistently measure and analyze key metrics and program performance. This will involve monitoring internal targets and client commitments such as Service Level Agreements (SLAs), Turnaround Times (TATs), Customer Satisfaction (CSAT), and Net Promoter Scores (NPS). Capacity planning and sharing volume projections with SNPs will be a critical aspect of your role to ensure operational efficiency and alignment with business objectives. Additionally, you will oversee the training of SNPs to meet service level standards, customer management expectations, and soft skills proficiency. Continuous performance monitoring of SNPs will be essential to ensure SLAs are met. In cases where SNPs are underperforming, you will be responsible for driving corrective actions in collaboration with the operations team to maintain service quality and standards. Collaboration with cross-functional teams, such as Data Analytics and Account Management, will be necessary to maintain performance dashboards of SNPs within the territory. This will involve fostering healthy competition among SNPs to drive performance improvements and identify opportunities for cost optimization. Your role will also entail developing effective strategies for interacting and managing SNPs, including reinforcing expectations, addressing root causes of issues, improving partner performance, and implementing corrective actions when needed. Supporting field SNP audits and providing feedback on vendor performance will also be part of your responsibilities. Furthermore, you will partner with the Service Network team to facilitate closed-loop feedback on vendor performance and identify leads for potential new SNPs. Your role will be instrumental in maintaining strong relationships with SNPs, driving operational excellence, and ensuring service quality across the network.,

Posted 1 day ago

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