associate manager-service delivery.

KEY ACTIVITIES AND RESPONSIBILITIES OF THE ROLEPerspective Responsibility
Customer• Collaborate with internal and external teams to define and monitor service expectations and
performance standards.
• Act as a primary point of contact for customer teams for any service management queries
(SLA/KPIs)Financial• Monitor the cost-effectiveness of service delivery using SLA/KPI analytics and performance
metrics.Process and
OperationsPerformance Management
• Define KPIs and SLAs for each finance tower; track performance across agreed frequencies
(daily, weekly, monthly).
• Collect, validate, and analyse operational and service-level performance data.
• Create and maintain performance dashboards; raise flags for non-compliance or deviations.
• Ensure adherence with service management standards and regulatory frameworks.
• Monitor performance regularly and escalate deviations that may impact our ability to deliver
services as per stakeholder expectations.
Reporting & Governance
• Define and implement standardized reporting cadence and templates.
• Consolidate performance data from process owners and generate monthly/quarterly SLA and

KPI reports.
• Facilitate performance and governance review meetings with stakeholders and leadership.
• Drive service reporting improvements using automation and visualization tools.
• Manage escalations, perform due diligence, create go to green plan and action it
• Support in business continuity trails reporting on periodic basis
Incident Management
• Maintain Incident Register for the issues highlighted from the respective towers.
• Collaborate, add and socialize mitigation approaches for the incidentsLearning &
Development• Mentor delivery team members on SLA/KPI reporting and service analytics.
• Participate in knowledge-sharing forums and team reviews.
• Stay updated on analytics tools, audit methodologies, and SSC operating models.Secondary
Responsibilities• Support dashboard modernization and process documentation.
• Identify and action on automation and improvement opportunities.
• Provide program management support for conducting and reporting BCP trials
• Provide program management support for contracting/ service agreements with Group
Companies
• Provide program management support for quality audits and continuous improvement

experience