Role Purpose

            The purpose of the role is to ensure updation and managementof data related to client accounts (forecasting, scheduling andperformance), provide timely & accurate analysis through MIS reportsand dashboards to the external & internal stakeholders.

Do

1. Develop and lead accurate MIS Management & Reportingwithin the Service Line
   1. Interact and work closely with management, internal stakeholders& clients to prioritize business and information needs
   2. Keep track and maintain a master view of the multiple reports,mapped to multiple stakeholders along with their frequency to ensure noreport misses timeline or a stakeholder
   3. Develop and customize dashboards as per client requirements andestablish frequency of reporting (weekly/ monthly/ quarterly)
   4. Closely monitor relevant data parameters (key SLA metrics suchas run-rate etc.) to ensure timely updation and data management of suchparameters
   5. Generate account level reports (billable and non-billable) onforecasting, scheduling (both onshore and offshore) and performanceagainst SLAs, CSAT, Quality etc.
   6. Develop and implement standardized MIS procedures across allbusiness applications.
   7. Review for quality assurance of all reports, dashboards,performance indicators to ensure accuracy and security of all reports atall times before sending it to client and or internal management
   8. Address and prioritize ad-hoc report requirements
   9. Ensure zero non-compliances on process audit on data securityand compliance

1. Enhance and maintain tools and systems for efficient MISgeneration and reporting system
   1. Regularly monitor MIS tools and application and theirperformance to avoid unplanned outages and down times
   2. Perform periodic maintenance and servicing of MIS tools andsystem to improve operational efficiency
   3. Stay abreast of the trends, tools and systems available in themarket for MIS generation to improve the quality of analysis
   4. Recommend and implement new technology solutions to improveteam/ employee productivity.
   5. Review current processes for data gathering, analysis andreporting and suggest process improvements for increased team efficiencyand cost effectiveness

1. Ensure efficient allocation of work and drive capabilitywithin team
   1. Setup focused team resources to the respective client/ accountbasis expertise & experience
   2. Ensure team KPIs are assigned & delivered with timeliness& accuracy keeping the end results in mind
   3. Conduct training on MIS activities, tools, analytics and processknowledge to increase team expertise
   4. Mentor/ guide the team on the resolution of escalations orissues from the clients and internal functions
   5. Drive the focus of the team on quality and adherence to datasecurity and compliance processes

1. Responsible for invoice management across clients/ accounts
   1. Follow up or seek approval from management/ delivery to seektimely invoices as per contract
   2. Timely submission of invoices to the client as defined in theMSA and SOW
   3. Provide information required and resolve any invoicing issuesraised by the client

1. Team Management
   1. Resourcing
      1. Hire adequate and right resources for the team
   2. Talent Management
      1. Ensure adequate onboarding and training for the team members toenhance capability & effectiveness
      2. Build an internal talent pool and ensure their career progressionwithin the organization

• Manage team attrition

1. Drive diversity in leadership positions
2. Performance Management
   1. Set goals for the team, conduct timely performance reviews andprovide constructive feedback to own direct reports
   2. Ensure that the Performance Nxt is followed for the entire team
3. Employee Satisfaction and Engagement
   1. Lead and drive engagement initiatives for the team
   2. Track team satisfaction scores and identify initiatives to buildengagement within the team