NL Operations Manager

Delivery Key Responsibilities

• End‑to‑end management of the client relationship, including all escalations.
• Work in partnership with Account Management to ensure accurate and timely contract revisions.
• Manage and identify deviations from the contractually defined standard scope of service, following the defined Change Request process. This may include estimating and implementing changes and ensuring the defective input process is followed.
• Ongoing review of the Country Solution workbook and ensure updates are captured.
• Year End management.
• Effectively manage and monitor all client SLAs using the appropriate tools to ensure adherence to targets; if targets are not being met, root cause and action to be provided to your manager.
• Conduct Service Review meetings, ensuring actions and follow‑ups are timely and accurate.
• Lead Hypercare calls (where no SDM is assigned) to ensure actions are tracked and ...