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Job Purpose
• Provide operational coverage to WH and EH where needed, having oversight over the operations of the internal WFRD Helpdesk team, supervising quality, capability and capacity planning and management, SLAs and KPIs.
• Have joint oversight (with WH and EH Leads) over the operations led by Helpdesk vendors (TCS and Accenture), with focus on evaluating vendor QC processes, quality of SOPs, vendor knowledge management processes etc. and drive continuous improvement via monitoring corrective and preventive action implementations and supporting automation initiatives.
• Support initiatives to migrate new activities into shared services.
You'll no longer be considered for this role and your application will be removed from the employer's inbox.