Role Purpose
The purpose of this role is to execute the process and drive theperformance of the team on the key metrices of the process.
Do
Stakeholder Interaction
Stakeholder Type
Stakeholder Identification
Purpose of Interaction
Internal
Delivery Lead
Cadence around margins and revenues
Quality
Quality assurance and contract compliance, Processimprovements
Transition Team
Handover process
RMAC
Risk compliance
HR
Employee engagement and retention etc.
Talent Acquisition
Hiring
IT
Systems and platforms
Talent Transformation Team, Competency Group
Plan and support delivery of Technical Trainings, knowledgesharing
External
Clients/ Customers
Client connect to give updates and get feedback on the process.Fix any deviations
Display
Lists the competencies required to perform this role effectively:
Competency Levels
Foundation
Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance.
Competent
Consistently demonstrates the full range of the competencywithout guidance. Extends the competency to difficult and unknownsituations as well.
Expert
Applies the competency in all situations and is serves as a guideto others as well.
Master
Coaches others and builds organizational capability in thecompetency area. Serves as a key resource for that competency and isrecognized within the entire organization.
Deliver
No.
Performance Parameter
Measure
1.
Process Performance
Zero non-conformance on timelines with respect to the client/stakeholder requirements
Productivity
%Metrics met
%deviations
Vaule add to the client (FTE reduction)
2.
Client Management
CSAT/NPS
Zero escalations on delivery
Resolution of escalations
Zero non-conformance on security or compliance requirements
3.
Team Management
Team attrition %, Employee satisfaction score, %technicaltrainings, %general trainings
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