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SubStream Head - Technology Cluster

🔍 Noida, Uttar Pradesh, India

📁
Customer Services
💼
GS Global Services
📅
18000003AK Requisition #
Thanks for your interest in the SubStream Head - Technology Cluster position. Unfortunately this position has been closed but you can search our 5 open jobs by clicking here.

Job Grade/Level:

 

 

Provide Technical expert team for the stream and provide technical guidance to the stream for new products roadmap as well as develop competence in the stream for the same.  Lead identification of SW quality of issues and collaborate with CSS WGM to address SW quality issues with R&D.

 

       •        Provide Technical expert team for the stream and provide technical guidance to the stream for new products roadmap as well as develop competence in the stream for the same.

       •        Lead identification of SW quality of issues and collaborate with CSS WGM to address SW quality issues with R&D.

       •        Developing a pool of technical leads and manager their deployment for Care Handling

       •        Ensure competence development as per the market demand, product roadmap and performance trends

       •        GSD-CSS interlock : capture issue like - SW Quality, NPI  and SW product Roadmap

       •        Technical awareness, Knowledge enhancement  & competence development plan

       •        To ensure overall delivery excellence in the assigned technical area.

 

Responsibility:-
 
  • DSP planning for Technical Leads & SME pool based on the demand
  • CoDe based on market demand (received from GDM), Product roadmap and RCA on Care Performance issues provided by Care Operations Manager.
  • NPI engagement for the SMEs in collaboration with GSD CoDe team
  • Training of GDC resources on NPI products by SMEs
  • Consolidation of SW Quality issues and raise to R&D via CSS WGM community
  • Ownership of latest MOPs, availability of product documentation .
  • Manage people and performance and invest necessary effort on development of direct & contract staff
  • Be Accountable for Resource supply planning, deployment capacity planning and competence development through Competence Inventory Management and Cross Competence Development
  • Ensure effective utilization of resources,
  • Responsible for Attrition management and retention strategies
  • Drive cost saving programs, maximum cost recharge for services provided
  • Provide support to solutioning during pre-sales engagement
  • Ensure governance and contract expectations are met as per contract and SLA/OLA
  • Necessary stakeholder management
  • Project Management of programs managed by sub-streams
  • Drive creation and review processes for service items delivered by sub streams.
  • Contribute and Implement the capability for New Core Product/ End to End Service Line in Global Delivery Center
  • CORE Deliveries from GDC by innovating, supporting and pushing for new delivery models & opportunities with CO Cluster/Regions
  • Ensure quality of delivery and process adherence
  • Accountable for risk management of overall Global Delivery Scope to GDMs
  • Identify, Analyze, Monitor and Manage risk proactively
  • Liaise with departments for appropriate support
  • Align to New Service Improvements
  • Responsible for maintaining bellow performance indicators
    • Project Target Agreement (PTA) implemented for remote delivery scope
    • Cost Baseline Adherence (CBA) - (FPO and SPC)
    • Event Based Customer Satisfaction Survey Scores (Related to remote delivery scope)
    • Employee Engagement Index (EEI) and Attrition%
    • Efficiency Target & Operational Non-Financial KPIs
  • Supply Accuracy & Competence

 

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