About :
Own and enhance service delivery frameworks across consulting support functions
- Monitor and improve delivery KPIs such as SLA adherence, turnaround time, and quality metrics
- Partner with delivery leads to identify performance gaps and implement corrective actions
- Drive client-centricity and operational agility across service lines
Process Mapping & Optimization :
Lead detailed process diagnostics using SIPOC, swimlane diagrams, and value stream mappingIdentify inefficiencies, redundancies, and automation opportunities across delivery workflowsStandardize and document best-in-class processes for scalability and complianceTechnology Enablement :
Partner with digital teams to implement automation solutions (e., RPA, low-code platforms, workflow orchestration)Leadership : Inspiring and motivating teams, fostering a positive work environment, and setting clear performance expectations.Communication and Stakeholder Management : Excelling in verbal and written communication to effectively interact with stakeholders at all levels, actively listening to client requirements, and conveying information clearly.Problem-Solving and Decision-Making : Strong analytical skills to identify problems early and develop effective solutions while considering potential impacts on stakeholders and project outcomes.Customer Focus : Prioritizing customer satisfaction, actively seeking feedback, and continuously refining service offerings to meet evolving demands.Adaptability and Resilience : Embracing change, adapting to shifting project requirements, and maintaining momentum even in challenging situations.Continuous Improvement : A commitment to continuous learning and staying informed about the latest trends, tools, and methodologies in service management.Teamwork and Collaboration : Working effectively in collaboration with team members and stakeholders to achieve shared goals(ref : iimjobs.com)