SDA Team Member L2

Role Purpose

The purpose of the role is to ensure high levels of customer service as per the contract and defined process and standards of the organization.

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Do

• Ensure high levels of customer service through contract compliance and issue resolution

• Ensure SLAs are met and exceeded in the account

• Conduct day to day analysis of delivery of services in the account and monitor daily standard service requests

• Ensure the company policies and procedures required to deliver high quality services to clients are applied and followed

• Identify potential SLA misses and escalate them according to the defined procedure

• Work closely with the delivery teams to identify the gaps and improve the process efficiency

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• Assist in planning and resolution of service incident problems by implementing corrective action plans as discussed
• Collate data for the account with regards to the planning, design and improvement of services, including the investigation of all breaches of service level targets

• Make recommendations to the Service Delivery Manager of translating repeated non-standard requests into a potential new service offering

• Maintain close working relationships with relevant stakeholders to ensure all service-related issues are identified and reported on

• Support the implementation of changes to the service agreement, including updating entries and communicating major changes to relevant stakeholders

• Responsible for the SLA, Productivity, & Utilization metrics for the assigned account

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• Prepare timely and accurate MIS reports and dashboards as required by the stakeholders
• Ensuring all reports & dashboards are prepared as per stakeholder requirements as per the desired frequency (weekly/ monthly/ quarterly)

• Analyze recurring issues in an account and prepare incident reports for relevant stakeholders

• Report on repeated service breaches to the delivery assurance manager, against defined SLAs and other contractual agreements

• Report on compliance with regards to quality management, risk management, security policies and procedures

• Generate account level reports (billable and non-billable) on forecasting, scheduling (both onshore and offshore) and performance against SLAs, CSAT, Quality etc.

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Deliver