FAQs
What is the main purpose of the Assistant Manager role?
The main purpose of the Assistant Manager role is to ensure high levels of customer service through contract compliance and efficient issue resolution in accordance with the organization's defined processes and standards.
What are the key responsibilities of this position?
Key responsibilities include ensuring SLAs are met, conducting daily service delivery analysis, managing service requests, escalating potential SLA misses, collaborating with delivery teams, preparing MIS reports, and maintaining stakeholder relationships.
What competencies are required for this role?
Required competencies include domain expertise in statistical analysis tools, leveraging technology, and business knowledge related to DO&P processes and workflows, as well as various behavioral competencies such as analytical skills, execution excellence, and stakeholder management.
Is experience in service delivery or client management necessary for this role?
Yes, experience in service delivery or client management is essential to effectively execute the responsibilities of the Assistant Manager role and ensure high-quality service to clients.
How often will performance be measured?
Performance will be measured regularly against defined metrics, including delivery assurance, quality of analysis, and stakeholder management, which encompass client-defined goals and reporting accuracy.
Will there be opportunities for professional development in this role?
Yes, there will be opportunities for professional development, including the potential to coach others and build organizational capability within the competency areas of the Assistant Manager role.
What type of reports and dashboards will the Assistant Manager be responsible for preparing?
The Assistant Manager will be responsible for preparing timely and accurate MIS reports and dashboards that align with stakeholder requirements and performance metrics, including SLA compliance and service quality.
What kind of interactions will the Assistant Manager have with internal stakeholders?
The Assistant Manager will have daily interactions with SL Leadership, MIS Leadership, and core delivery teams to manage service delivery parameters and generate reports and dashboards.
Is there a requirement for analytical skills in this role?
Yes, strong analytical skills are required to conduct analysis of service delivery issues, prepare incident reports, and generate accurate reports for stakeholders.
How does the role contribute to client satisfaction?
The role contributes to client satisfaction by ensuring that service level agreements are met, escalating issues in a timely manner, and maintaining effective communication and reports with clients.