Role Purpose

　　The purpose of the role is to support process delivery byensuring daily performance of the Production Specialists, resolvetechnical escalations and develop technical capability within theProduction Specialists.

　　Do

　　Oversee and support process by reviewing daily transactionson performance parameters Review performance dashboard and the scores for the team Support the team in improving performance parameters byproviding technical support and process guidance Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Ensure standard processes and procedures are followed to resolveall client queries Resolve client queries as per the SLA's defined in thecontract Develop understanding of process/ product for the team membersto facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends toprevent future problems Identify red flags and escalate serious client issues to Teamleader in cases of untimely resolution Ensure all product information and disclosures are given toclients before and after the call/email requests Avoids legal challenges by monitoring compliance with serviceagreements

　　Handle technical escalations through effective diagnosis andtroubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLAand quality requirements If unable to resolve the issues, timely escalate the issues toTA & SES Provide product support and resolution to clients by performinga question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteousand professional manner Offer alternative solutions to clients (where appropriate) withthe objective of retaining customers' and clients' business Organize ideas and effectively communicate oral messagesappropriate to listeners and situations Follow up and make scheduled call backs to customers to recordfeedback and ensure compliance to contract SLA's

　　Build people capability to ensure operational excellence andmaintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technicalknowledge Collate trainings to be conducted as triage to bridge the skillgaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products forproduction specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with productfeatures, changes and updates Enroll in product specific and any other trainings per clientrequirements/recommendations Identify and document most common problems and recommendappropriate resolutions to the team Update job knowledge by participating in self learningopportunities and maintaining personal networks

　　Stakeholder Interaction

　　Stakeholder Type

　　Stakeholder Identification

　　Purpose of Interaction

　　Internal

　　Team Leaders

　　Performance review

　　HR

　　Hiring and employee engagement and retention

　　TA, SEs

　　Escalation and issue resolution

　　Production Specialist

　　Training, issue escalation/ resolution

　　External

　　Client

　　Query Resolution

　　Display

　　Lists the competencies required to perform this role effectively:

　　Functional Competencies/ SkillProcess Knowledge - Knowledge of assigned process, tools andsystems - Competent

　　Competency Levels

　　Foundation

　　Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance.

　　Competent

　　Consistently demonstrates the full range of the competency withoutguidance. Extends the competency to difficult and unknown situations aswell.

　　Expert

　　Applies the competency in all situations and is serves as a guide toothers as well.

　　Master

　　Coaches others and builds organizational capability in the competencyarea. Serves as a key resource for that competency and is recognizedwithin the entire organization.

　　Behavioral Competencies Domain KnowledgeCollaborative workingProblem solving and decision makingAttention to DetailExecution ExcellenceStakeholder ManagementClient (Internal) CentricityEffective Communication

　　Deliver

　　No.

　　Performance Parameter

　　Measure

　　1.

　　Process

　　No. of cases resolved per day, compliance to process and qualitystandards, meeting process level SLAs, Pulse score, Customer feedback,NSAT/ ESAT

　　2.

　　Team Management

　　Productivity, efficiency, absenteeism

　　3.

　　Capability development

　　Triages completed, Technical Test performance

　　Security Incident Response