- Designation: Senior Executive - Service Planning and Delivery
- Reporting to: Manager - Service Planning and Delivery
- Location: Mahape, Navi Mumbai
- Educational Qualification: Graduate or MBA
- Work Experience (yrs.): 3-5 years of relevant experience
- Working Days: 5 day working
I. Key Results and Activities
A. On Time Team Deputation (One point responsibility); Drive Customer delight; On Time Billing; Site data.
- Drive site Briefing & Debriefing sessions to maintain Q V C
- Forecasting available workforce in MIS sheet for easy deputation visibility.
- On site - Track Attendance, idle days, holidays for roaster management.
- Raise Calc sheet within 2 days so to ensure on time service billing; responsible for ensuring the service bills are accepted by the end user for payment
- Submit Analysis report for any gaps for all the contracts for continual improvements
- Daily/ weekly touch base with service team for their feedback on accommodation, and other facilities, if needed speak to customer to provide the agreed arrangements.
B. QMS Compliance; WCR / MIS / Service team Happiness Index / Grievance handling .
- Update and close all project service masters within 2 working days (TAT) post each job completion.
- Deliver WCR to the customer and handover for Invoice to Runner 2 within 3 working days (TAT) for each job completion.
- Take DWR / WCR follow up during Debriefing and give inputs to enhance team's report quality with systematic record.
- Responsible for generating weekly / Monthly MIS and display
- Responsible for document compliance and traceability for all the executed service Contracts
- First point of contact for understanding all team's dissatisfactions and driving Monthly meetings with the team
- Forecast Deputation report to circulate within the team and on call within a team.
- Keep touch base with the Standby team
C. Approval Authority for Leave management and Expense Management.
- Drive Roaster Management including record of available workforce on bench and on leave. Forecasting available workforce in MIS sheet for easy deputation through HRIS.
- Driving Expense management - to be reviewed and approved as per existing Policies and maintain discipline.
- Conduct regular awareness sessions on repeated violations and clarity in Policies for any updation
- Responsible for Calculating site allowances and monthly disbursal as per the laid Terms Project Closure within 7 days
- Driving Friday training program with the alignment of stakeholders with the ready topics and deliver quality trainings.
II. Knowledge/Skills/Behaviours - Must Have (M)/ Nice to Have(N)
A. Knowledge (Functional and Non-Technical):
- At Least 3-5 years of relevant Experience in service industry with team deputation or coordination as a core function and handling multiple sites on any given day.(M)
- Good understanding of internalising the Procedures; Review and analysing the Service POs; foreseeing the possible threats to Velocity and Cost (M)
- Team deputation to Foreign sites (over 50 deputation - awareness of the importance of insurance; VISA, foreign currency; arranging accommodation;time difference etc) (N)
- 3+ years of relevant experience catering to Marine sector or Exposure to Offshore Sector services. (N)
- Knowledge of taxation - GST; basic accounting.(N)
B. Skills (Functional and Non-Technical):
- Good Communication in verbal and written English to be able to communicate information clearly. (M)
- Attention to detail so that getting information, documents, people pulse and channelisation can be done seamlessly (M)
C. Behaviours (Technical and Non-Technical):
- Mindset to dive deep into problems, find solutions and implement them. (M)
- Mindset of delivering outcomes daily - driven by timelines and challenging jobs. (M)
- Mindset of learning, continual improvement and delivering excellence. (N)
- Interest in people connect, handle all tactful moments with logic and empathy.(N)
