Service Delivery Manager
Accenture Services(P) Ltd
- Leading a team of 180 people for a global telecom Operator client (Sep’15 – Till date)
- Maintaining high discipline and norm adherence, coordinating with superiors for providing inputs for process control & ensuring end to end complaint resolution, cross training and innovative suggestions to improve operational functioning.
- Involved in system migration & changes in technological platforms across clients.
- Practical exposure to Business Continuity management
- Developing need based training modules for developing multi skilled work force for cross utilization within sub processes for optimum efficiency.
- Business Transformation Management
- Improves organizational effectiveness by working with an extended team to provide process, tools, methods, operational excellence practices and training across the organization.
- Define Process Improvement Programs and Measurement & Performance Programs to monitor and take corrective actions around budget, schedule, scope and quality.
- Lead and/or support Process Improvement teams across a variety of groups and foster a culture of early problem identification, timely resolution and broad based employee engagement
- Project managed various value creation projects to the client across processes. 10+ projects delivered that includes Functionalization, LEAN etc.,
- Maintaining a high-quality customer experience, elevating customer satisfaction, while adhering to the SLAs and work processes and thus managing cost-effective operations.
- Providing effective resolution to customer queries and improving relationships with the customer by anticipating future requirements, thereby ensuring a positive customer experience.
- Monitoring overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.
- Liaising with Account Leads and with the clients in case of any issues in the operations and discuss about any changes that may require in the process and other related matters.
- Due Diligence, Client Orals, Transition Management
- Involved in Due Diligence for prospective clients and been in client Orals
- Successful transition of FA GPO role in 2012