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