01Responsibilities
Stakeholder Partnership: Act as the primary point of contact for Client Service Directors, providing strategic operational support and fostering strong stakeholder relationships. Portfolio Oversight: Provide strategic oversight for high-value accounts and portfolios within assigned Regions/Niches, ensuring excellence in service delivery, stakeholder management, service utilization, and adherence to SLAs and quality standards. Performance Management: Monitor and analyze regional performance metrics, utilization trends, productivity, quality, and customer outcomes; implement corrective actions and improvement plans as required. Service Expansion & Growth: Lead service expansion, deployment, and adoption initiatives across assigned regions and branches, ensuring successful transition, governance, and realization of business benefits. Business Reviews & Engagement: Conduct regular business and service reviews with regional stakeholders and leadership teams to assess performance, gather feedback, and identify growth opportunities. Operational Excellence: Drive operational excellence through process standardization, continuous improvement, automation opportunities, and implementation of best practices that enhance efficiency, scalability, and customer experience. Governance & Risk Management: Establish and maintain governance frameworks, including SLA management, escalation protocols, risk controls, audit oversight, and compliance standards to ensure consistent service delivery. Workforce & Capacity Planning: Lead workforce planning, capacity management, resource optimization, and workload balancing initiatives to align service delivery capability with business demand and growth objectives. Talent Development: Develop, mentor, and lead a team of 45 Service Support Supervisors with an overall span of 5060 employees, fostering a high-performance culture through employee engagement, recognition, retention, wellbeing, inclusion, accountability, and leadership development. Succession & Capability Building: Drive succession planning, leadership development, and organizational capability-building initiatives to develop future leaders and technical experts. Escalation & Issue Resolution: Lead the resolution of complex client, operational, and service delivery escalations, conducting root cause analysis and implementing sustainable corrective and preventive actions. Strategic Collaboration: Collaborate with business leaders and cross-functional teams to identify and resolve service challenges, support strategic initiatives, and enable transformation. Business Insights & Reporting: Provide operational performance updates, utilization insights, risk assessments, and strategic recommendations through established governance forums and leadership reviews. Compliance & Controls: Ensure all service delivery activities comply with regulatory requirements, organizational policies, governance standards, and industry best practices. Strategic Business Partnership: Partner with Client Service Leaders, Client Service Directors, Branch Leadership, and enterprise stakeholders to influence business strategy, identify emerging opportunities, and align service delivery capabilities with evolving business needs. Success indicator Management: .
