Deputy General Manager - Data Analyst - Telecom

Key Objective / Purpose of the Job :

- The incumbent would be responsible for tracking of all customer as well as vendor SLAs, performances, penalty tracking and service delivery to the customers at PAN India level for all Banks.

Major Activities :

- Responsible for ensuring Preparation of vendor performance reports/MIS

- Preparing customer service delivery reports/MIS

- Measuring SLA viz a viz services delivered

- Calculating penalty for customers and vendors

- Regular service performance reviews, action planning, regular tracking and updates

- Acts as escalation point for any customer servicing issues

- Follow up and take ownership for driving improvement plans, Responsible for building deeper relationships with customers/external stakeholders by understanding their needs & effectively managing expectations

- Support the team with MIS for Customer reviews

- Responsible for effective management, development and growth of the team

- Conducting periodical vendor reviews

- Service improvement recommendations

- Co-coordinating with vendors and internal teams for agreed service delivery

- Assisting the Customer Engagement team for customer reviews and performance presentations

- Responsible for successful implementation of projects to ensure that all the client needs & expectations are met to customer's satisfaction