1. Frank Dubanec – job profile
Accountability for customer accounts within Service Management
Managing an international team of Customer Service Managers, Billing
Managers, Technical Consultants, Solution Architects, Project Managers within
international customer accounts
Monitoring contractual key performance indicators (“KPIs”), service levels, and
operating level agreements (“OLAs”) as determined with the customer
Managing portfolio of services for change management processes, planning
future services demands, and oversight of contract financial compliance
Proactively developing and maintaining relationships with Customer executives
as well as building new relationships within the customers
Providing management and direction to the customer and employer service and
project teams for execution of the Governance Plan.
Conducting reviews to monitor Governance Plan progress and executing
remediation
Reviewing customer contract performance for compliance with the master
agreement terms, including monitoring of all minimum volume commitment
thresholds and executing changes as needed.
Developing risk mitigation strategies for customer services as determined
Developing solutions for complex business and Customer challenges and
providing complex problem solving.
Providing customer recommendations during contract negotiations for
supportable and executable terms included in agreements, amendments and
Statement of Works.
Facilitating communication between customer and employer executives including
escalation and resolution of performance issues
Oversee the initiation and resolution of performance issues requiring escalation
and works with customer and own technical teams to define overall remediation
plans.
Facilitating beneficial customer enablement by identifying and executing
strategies to increase self-service utilization and expanding self-service.
Understanding customers service requirements to facilitate employers integrated
solutions ability to meet such requirements.
Accelerating billing and accounts payable issues resolution by engagement of
appropriate customer and employer resources.
Financial Management – overseeing the identification and resolution of issues
negatively affecting the customer and employer financial relationship, such as
revenue trends, contractual commitments, accounts payable, etc.

2. SLA Performance Management. Identifying SLAs not being met and liaising with
involved departments to execute corrective action. Managing a Service
Improvement Plan.
Developing, executing and maintaining the Continual Service Improvement Plan
Identifying opportunities for service improvement and risk mitigation and
engaging appropriate customer and employer resources to execute associated
plans.
Change Management – Identifying and executing improvements in methods,
processes and procedures used to institute service and other changes in the
overall customer/employer relationship.