The Performance & compliance manager is responsible to develop and implement control systems for dealingwith violations of compliance and SLA performance as per active contract, guidelines and policies of the project.Define, evaluate and revise already existing company/project procedures and regulations in order to identify andresolve hidden/potential issues against contract.In addition, conduct risk assessments & regular audit to identify and tackle business areas with risk ofnoncompliance and breach of SLAs/penalties.The Performance Manager need to have their eyes and ears on periodic reports & performance of operation andalways paying attention, as his job is to oversee Compliance & performance of entire solution as agreed contractterms.Design and implement programs/policies useful in ensuring compliance with government, legal regulations andcontractOperations & Performance review with operations head on various aspects of operations such as servicerequest, Incident Management, Problem Manager, change Management etcPrepare and present to company management compliance reports useful in taking key business decisionsConduct investigations to identify the root of a compliance & performance issue to resolve itEnsuring the SLA performance of the operations of entire company?s central platform, sectoral platform andservices to end customers through standard reporting and service reviewWork closely with the Business Process Management team and Operations Head of the company, and suggestenhancements whenever requiredMonitor laws and regulations with possible impact on project/ business processes and deliverablesManage & Monitor the contracts with vendor management team and monitor the KPIs (if any)Periodically assess the tools & applications used with Operations Head, and propose enhancements whenevernecessaryCarrying out performance reviews and audit for periodic SLA performance and compliance checkEnsure proper documentation of compliance activities for reference purposesAll other duties as assignedIndependently resolves issues in relation to performance & compliance activities within own area entire teamMore complex problems would be resolved in consultation with superior to meet and maintain SLA performanceEnsures all performance SLA and compliance reports are documented and reviewed with customer on timelyand periodic basis and ensure all issues are solved within permitted timeframe related for performance &compliancethrough regular audit on compliance & performance, ensuring operations team is maintaining service standardsto maintain the company?s reputation and ensure customer satisfactionOrganize and plan own time / workload to meet deadlines and avoid workload conflictsEnsure reasonable and efficient use of time, manpower, technical resources and communication in order toprovide accurate and timely information related to performance and compliance of operationsDevelop plans and procedures to implement activities to improve quality and efficiency of the operations withregards to performanceMonitor department and outsourced teams? performance in line with BU score card / operationsForm cross functional relationships with all relevant support functions to ensure performance SLA are met andcompliance is maintainedAll relevant departments within the company?s operations to ensure the execution of services to high standardsand in a timely manner with regular follow-up, and to negotiate deadlinesOther departments in the operations team to ensure exchange of relevant dataManagement for requested reportsCustomers, Suppliers, Contractors and Third Party Vendors
Keyskills :
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