Ensures client delight by understanding customer expectations, requirements and delivering them as per timelines
Follows up on open action items and drives them to closure
Calls out any potential risks / issues in advance and puts in place measures to mitigate them
Shares regular updates with the client on critical issues / escalations which might have a business impact
Identifies improvement initiatives along with the team and take client buy in to implement those in the process
Handles any escalations / concerns raised by the client and shares an action plan to prevent a repeat
Independently conduct monthly and quarterly business review meetings covering operational metrics, highlights and lowlights, progress on action items, future goals, etc.
Generate insights and action items from periodic reports and dashboards which can help improve process performance, identify deviations, etc