Onsite support Lead
Supervising and Monitoring 30+ Onsite Support Consultants and adhering SLAs.
Act as a senior level escalation contact for clients and internal stakeholders for any issues Responsible for key performance metrics and Ensure Team Productivity levels are achieved as per the targets set year on year.(To Specify, OSS Team Target achieved for 2 continuous years)
Team centric: Identify development needs and ensure training fulfillment for the team. Train and Motivate Junior consultants who are First time Travelers and assure the Quality delivered Conduct regular meetings across groups to discuss ageing and risk items and drive it to a resolution till RCA achieved for the problems reported and corrective actions which will reduce the frequency of repeated incidents Drive team to achieve process SLAs/metrics productivity and quality targets within the established timelines Ensure proper documentation and knowledge transfer as per project plan and schedule Project Lead-First Level Support(FLS) model for the Bank Philippine Bank of Communications(PBCOM), Manila Conduct 1-0-1 with direct reports and performance appraisals Customer Centric: Direct Client communication for System Down Situation and Critical issues that impacts Banks' Customers Responsible for customer satisfaction and Manage customer relationships through regular communication through weekly/monthly reviews meetings Frequent Client Visits/Business Meetings to ensure the Onsite support provided at its best Pro-actively identify opportunities for additional business with customer Conduct ongoing analysis of Customer Support Survey and Employee performance. Prepare and report process performance metrics to clients/stakeholders Management Centric: Supports continuous service improvement Process, and Deliver presentations on Performance, Metrics on OSS to the Top Management on Monthly basis Delivers Onsite Summary Report on every Onsite travel