Leadership and Management: Ability to manage and lead teams, connecting with the senior
management team to ensure alignment with organizational goals.
Compliance: Ensure 100% compliance with project SLAs/KPIs and all customer contractual
obligations.
Customer Engagement: Understand customer goals and key performance metrics, and
ensure these goals are exceeded throughout the project. Conduct regular customer
meetings/visits and participate in Management Review Meetings (MRMs) with client
management/engagement managers to understand customers' current and future needs.
Seek feedback to improve delivery methodology, timelines, and resource allocation.
Co-ordination: Liaise between the customer and the internal delivery team to drive project
health by adhering to organizational norms of project metrics.
Quality Assurance: Conduct periodic meetings with the quality team to take proactive
measures to resolve issues and avoid potential escalations.
Strategic Planning: Plan and conduct Quarterly Business Reviews (QBRs) along with
DMs/ADHs and the client management/leadership team to drive improvement actions and
identify new opportunities within the account.
Risk Management: Identify and resolve potential risks or early warning signs in project
delivery to prevent escalations and eliminate revenue leakage.
Resource Management: Conduct e ective resource planning to maximize the productivity of
resources (people, technology, etc.) and optimize manpower by working closely with the
delivery head. Focus on helping individuals develop their careers to enhance retention and
reduce turnover.
Governance: Create weekly, monthly, and quarterly reviews and reports to monitor and track
overall project performance.
Delivery and Performance Governance: Collaborate with and influence internal key
stakeholders to manage and resolve issues, ensuring the flawless delivery of projects. Set
goals for the team, conduct timely performance reviews, and provide constructive feedback
to direct reports.