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