MIS Lead L3

Role Purpose

The purpose of the role is to ensure updation and management of data related to client accounts (forecasting, scheduling and performance), provide timely & accurate analysis through MIS reports and dashboards to the external & internal stakeholders.

Do

• Develop and lead accurate MIS Management & Reporting within the Service Line
• Interact and work closely with management, internal stakeholders & clients to prioritize business and information needs
• Keep track and maintain a master view of the multiple reports, mapped to multiple stakeholders along with their frequency to ensure no report misses timeline or a stakeholder
• Develop and customize dashboards as per client requirements and establish frequency of reporting (weekly/ monthly/ quarterly)
• Closely monitor relevant data parameters (key SLA metrics such as run-rate etc.) to ensure timely updation and data management of such parameters
• Generate account level reports (billable and non-billable) on forecasting, scheduling (both onshore and offshore) and performance against SLAs, CSAT, Quality etc.
• Develop and implement standardized MIS procedures across all business applications.
• Review for quality assurance of all reports, dashboards, performance indicators to ensure accuracy and security of all reports at all times before sending it to client and or internal management
• Address and prioritize ad-hoc report requirements
• Ensure zero non-compliances on process audit on data security and compliance
• Enhance and maintain tools and systems for efficient MIS generation and reporting system
• Regularly monitor MIS tools and application and their performance to avoid unplanned outages and down times
• Perform periodic maintenance and servicing of MIS tools and system to improve operational efficiency
• Stay abreast of the trends, tools and systems available in the market for MIS generation to improve the quality of analysis
• Recommend and implement new technology solutions to improve team/ employee productivity.
• Review current processes for data gathering, analysis and reporting and suggest process improvements for increased team efficiency and cost effectiveness
• Ensure efficient allocation of work and drive capability within team
• Setup focused team resources to the respective client/ account basis expertise & experience
• Ensure team KPIs are assigned & delivered with timeliness & accuracy keeping the end results in mind
• Conduct training on MIS activities, tools, analytics and process knowledge to increase team expertise
• Mentor/ guide the team on the resolution of escalations or issues from the clients and internal functions

• Drive the focus of the team on quality and adherence to data security and compliance processes

• Responsible for invoice management across clients/ accounts

• Follow up or seek approval from management/ delivery to seek timely invoices as per contract
• Timely submission of invoices to the client as defined in the MSA and SOW

• Provide information required and resolve any invoicing issues raised by the client

• Team Management

• Resourcing
  • Hire adequate and right resources for the team
• Talent Management
  • Ensure adequate onboarding and training for the team members to enhance capability & effectiveness
  • Build an internal talent pool and ensure their career progression within the organization
  • Manage team attrition
  • Drive diversity in leadership positions
• Performance Management
  • Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports
  • Ensure that the Performance Nxt is followed for the entire team
• Employee Satisfaction and Engagement
  • Lead and drive engagement initiatives for the team
  • Track team satisfaction scores and identify initiatives to build engagement within the team

Mandatory Skills: MIS .Experience: 5-8 Years .