- Provide leadership, ownership, and accountability for the Service Delivery function (for the regional businesses-55% of the portfolio) ensuring that the operating model is implemented and continually improved upon
- Responsible to maintain profitability for the serviced accounts including the COE
- Develop, implement, monitor and report SLAs that are aligned to industry standards and best practices
- Responsible for driving overall business growth in the Regions
- To lead the Implementation Function to ensure seamless and timely Go-Live of new accounts and new product implementations for existing accounts
- Leading Service delivery for the business except for Strategic Accounts
- Ownership of all Regional P&Ls/COE & SEC.
- Driving Business Governance
- Responsible and accountable for all service management functions ensuring that they are delivered in line with standard and operating models
- Set team targets, forecast and operate within agreed budgets for the service delivery function such as resourcing and operations
- Responsible to be up to date with new market trends and technology offerings to maintain an edge over competitors.
- Responsible to coach the regional heads and identify skills and opportunities for development. Provide guidance to resolve any issues in a time bound manner
- Review the performance progress of the regional heads and set objectives and targets and drive training plans
- Responsible for development through training, motivation, and workforce planning, monitoring and quality assurance
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