General Manager - Service Assurance/Operations - ATM Management Centre

Major Activities

- Responsible for 24- 7 Operations of the ATM Management Centre

- Effective Management of large number of SLM/FLM vendors to ensure performance as per SLAs

- Responsible for ensuring uptime as per the SLA commitment to customers

- Responsible for SLA Finalization (internal and customer) and delivery

- SLA management, analysis on improvement areas and regular tracking of critical operational parameters

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

- Acts as an escalation point for any customer servicing issues

- Streamlining of internal processes to ensure high operational efficiencies and uptime

- Responsible for driving the Customer Review Meetings for ATM Managed Services

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

- Conducting periodical vendor reviews

- Responsible for building deeper relationships with customers/external stakeholders by understanding their needs & effectively managing expectations

- Responsible for effective management of expectations of internal stakeholders/cross-functional teams

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