KEY ACTIVITIES AND RESPONSIBILITIES OF THE ROLEPerspective Responsibility<br />Customer• Collaborate with internal and external teams to define and monitor service expectations and<br />performance standards.<br />• Act as a primary point of contact for customer teams for any service management queries<br />(SLA/KPIs)Financial• Monitor the cost-effectiveness of service delivery using SLA/KPI analytics and performance<br />metrics.Process and<br />OperationsPerformance Management<br />• Define KPIs and SLAs for each finance tower; track performance across agreed frequencies<br />(daily, weekly, monthly).<br />• Collect, validate, and analyse operational and service-level performance data.<br />• Create and maintain performance dashboards; raise flags for non-compliance or deviations.<br />• Ensure adherence with service management standards and regulatory frameworks.<br />• Monitor performance regularly and escalate deviations that may impact our ability to deliver<br />services as per stakeholder expectations.<br />Reporting & Governance<br />• Define and implement standardized reporting cadence and templates.<br />• Consolidate performance data from process owners and generate monthly/quarterly SLA and<br />KPI reports.<br />• Facilitate performance and governance review meetings with stakeholders and leadership.<br />• Drive service reporting improvements using automation and visualization tools.<br />• Manage escalations, perform due diligence, create go to green plan and action it<br />• Support in business continuity trails reporting on periodic basis<br />Incident Management<br />• Maintain Incident Register for the issues highlighted from the respective towers.<br />• Collaborate, add and socialize mitigation approaches for the incidentsLearning &<br />Development• Mentor delivery team members on SLA/KPI reporting and service analytics.<br />• Participate in knowledge-sharing forums and team reviews.<br />• Stay updated on analytics tools, audit methodologies, and SSC operating models.Secondary<br />Responsibilities• Support dashboard modernization and process documentation.<br />• Identify and action on automation and improvement opportunities.<br />• Provide program management support for conducting and reporting BCP trials<br />• Provide program management support for contracting/ service agreements with Group<br />Companies<br />• Provide program management support for quality audits and continuous improvement<h3>experience</h3>15

SDM PEX JD:- Financial Transformation Project  Lead lean six sigma projects<br /> Lead process improvement and transformation projects<br /> Drive realization of target FTE and non-FTE benefit for accounts in scope<br /> Expertise in handling large sets of data and conducting data analysis<br /> Review and assess current processes, systems, technology and design future state process<br />flows<br /> Implement Robotic Process Automation and artificial learning programs, platform<br />enhancements and measure business impact post implementation<br /> Build systems to leverage synergies from different business units/Cross functional teams to<br />deliver to commitments (Automation/Analytics/IT/Operations/Risk etc.)<br /> Operate with a problem identification and resolution mindset<br /> Work with senior leadership, operations leaders in designing the continuous improvement<br />program to exceed client expectations for the account<br /> Strong project management expertise, should have handled multiple high impact business<br />impact projects<br /> Knowledge of retail, consumer goods, hospitality businesses and processes, challenges and<br />successful optimization track record<br /> Demonstrates a keen understanding of the changes in customers' business and adjusts the<br />value proposition accordingly, by maintaining a balance between the interest of the<br />customer and that of cognizant<br /> Communicate all relevant information about the business in decision-making forums,<br />ensuring decisions are made in full knowledge of the issues; interact with<br />clients/stakeholders and generates buy-in at overall business level<br /> Communicate effectively across cultures and with global customers/stakeholders;<br />represents the organization in appropriate forums<br /> <br />Profile Desired-<br /> Must have 10+ years relevant experience in Process Improvement/ Transformation role preferably<br />in Contact centers<br /> Must be certified Black Belt/Green Belt from a reputed organization with excellent<br />command in Lean/Six Sigma methodology<br /> Must have expertise and end-to-end experience in implementing RPA automation/Analytics/<br />AI/ Process improvement and contact center telephonySDM PEX JD LS<br /> Must have excellent logical / analytical skills<br /> Ability to independently develop solutions for complex business functionalities<br /> Must be adept in MS Office ,Excellent communication skills Certification-<br /> Lean Six Sigma Black Belt/Green Belt Certified<br /> Certifications in Analytics and/or Automation<br /> Experience in working with MS Office, Visio, R, Minitab, PowerBI/ Tableau<h3>experience</h3>24

Performance Management<br />• Define KPIs and SLAs for each finance tower; track performance across agreed frequencies (daily, weekly, monthly).<br />• Collect, validate, and analyse operational and service-level performance data.<br />• Create and maintain performance dashboards; raise flags for non-compliance or deviations.<br />• Ensure adherence with service management standards and regulatory frameworks.<br />• Monitor performance regularly and escalate deviations that may impact our ability to deliver services as per stakeholder expectations.<br />Reporting & Governance<br />• Define and implement standardized reporting cadence and templates.<br />• Consolidate performance data from process owners and generate monthly/quarterly SLA and KPI reports.<br />• Facilitate performance and governance review meetings with stakeholders and leadership.<br />• Drive service reporting improvements using automation and visualization tools.<br />• Manage escalations, perform due diligence, create go to green plan and action it<br />• Support in business continuity trails reporting on periodic basis<br />Incident Management<br />• Maintain Incident Register for the issues highlighted from the respective towers.<br />• Collaborate, add and socialize mitigation approaches for the incidents<h3>experience</h3>15