Senior Lead - Client Operations & Services

Job description

## **Key Responsibilities:** - Prepares and adheres to internal and external governance model in order to track and - monitor contractual compliance employee engagement performance and relationship - health - Creates the scorecard for the engagement and ensure flow down for the team in order to - align the team with the engagement objectives - Anchors the key internal and external governance meetings Monitors adherence within - engagement in order to sustain delivery predictability - Oversees and manages day to day operations delivery by Operations team consisting of - Mangers Team Leads Specialists and Team members and ensuring deliverables towards - the client are met - Oversees resource deployment across all processes for the engagement Team Size - Span Shift Utilization Skill sets technology rollout in order ensure budget pricing - assumptions compliance - Conducts periodic reviews with Operations Managers and drives corrective action where - required in order to ensure delivery predictability - Prepare and publish MIS and other - information needed for both internal and external stakeholders either at given frequency or - pro actively based on project requirements - Signs off on the service quality plan including the quality control assurance and - improvement in order to create a comprehensive quality program for the engagement - Engages with the key client stakeholders on areas of Improvements and commits - resources in order to enhance customer satisfaction - Provides subject matter and domain expertise for the functions being services for the - client brings about Process and Productivity Improve ## **Preferred Skills:** BPM->Leadership - JL6A