AVP - Service Mgmt/Agreements Vetting - BPO

AVP Service Management/ Contracts/ Agreements Vetting for an MNC BPO in Hyderabad

Purpose :

- Service Level Management (SLM) is responsible for ensuring that all services are defined and documented within the appropriate service agreements and in alignment with the service agreements structure. The agreements must reflect the business service expectations, which is the basis for service measurement. Service breaches will be identified and conveyed appropriately.

Job Description :

- Define end to end SLM process and related standards

- Perform in-depth gap analysis of SLM practices to understand missing/ineffective/over-engineered and broken processes. Lead focused workgroup sessions to remediate identified process gaps, construct globally consistent golden processes, and ensure they are approved and implemented across regions

- Establish appropriate governance mechanisms, MI and controls to ensure processes are consistently adopted, Data integrity maintained within the SLM solution

- Develop and execute Maturity models for SLM processes as per the agreed roadmap

- Review and align Business Critical Services Evaluation Matrix with the Business Impact Analysis results and regulatory requirements

- Assist in executing SLM strategic imperatives through defined goals in a timely fashion and escalate deviations and risks appropriately

- Conduct and lead meaningful and productive meetings with key stakeholders, including forums like the SLM Community of Practice, Work streams etc.

- Perform Analytics to drive process improvement opportunities. Identify new opportunities and provide the tenacity and innovation to progress to delivery

- Engage with the Global Business, Global Functions and Regional SLM&I peers to share best practice as input to standardization and process improvement.

Skills & Experience Required :

- 8-15 years of experience and currently working with an MNC BPO handling Service Level Agreements / Contracts Vetting. Should be designated as Senior Manager / AVP in an MNC BPO. Strong leadership skills evidenced by achievement of objectives together with a track record of development of individuals (E)

- In depth knowledge of technology and business operational processes (E)

- Excellent understanding service management concepts (Formal certification would be preferable) (E)

- Organisational, planning and management skills, demonstrating the ability to manage multiple, conflicting work streams.

- Excellent communication, inter-personal and negotiating skills, focusing on remote and written communications, inclusive of ability and experience in interacting with higher positions (E)

- Excellent decision making and problem solving ability (E)

- Experience working in a team environment using appropriate communication and planning skills across a matrix functional environment (E)

- Knowledge of service delivery policies and procedures (E)

- Solid partner/stakeholder interaction – customer oriented (E)

- Ability to deal with conflictive situations with success – negotiation skills (E)

- Ability to make recommendations based on both subjective and objective information – consulting skills (E)

- Awareness of project management techniques (D)

- Sound knowledge of SQL database design, MS Office, Cognos / Business Objects (E)

Interested candidates can send their profile to jpabhishek@searchlight.co.in or call us @ 040-40101210.