To be overall responsible for the SLA Governance and Status Reporting.
To take ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
To ensure systems, procedures, and methodologies are in place to support outstanding service delivery
...
To lead discussions on high level solution design for medium to complex level enhancements, perform effort estimations for enhancements and ensure all considerations are taken for the end-to-end solutioning, to build, test, deliver the enhancements within the agreed timeframe and with quality.
To maintain documentation according to firm standards, best practices, and standard operating procedures
To fully comply with and adhere to all the standard AMS process & procedures that are developed, and client’s IT policies that applies.
...
Conduct in-depth research on market trends, competitor activities, and technological advancements to identify new opportunities and inform strategic decisions.
Contribute to the development and execution of the regional COO office's strategic roadmap.
Lead demand tracking and management, and adoption of digital and AI technologies across the region to improve customer experience and employee productivity.
...
Conduct in-depth research on market trends, competitor activities, and technological advancements to identify new opportunities and inform strategic decisions.
Lead demand tracking and management, and adoption of digital and AI technologies across the region to improve customer experience and employee productivity.
Help to provide oversight for and governance of key transformational initiatives across Customer Servicing and Conversational AI platforms. Monitor digital and AI CSH projects from conception to completion, ensuring timely delivery, adherence to budget, and achievement of desired demand management and/or employee productivity outcomes.
...